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27 Cards in this Set

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  • Back
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Which of the following is NOT an Activity of Incident Management?

a) Incident Classification
b) Recording Known Error details
c) Incident investigation and diagnosis
d) Incident detection and recording
b) Recording Known Error details
Which of the following is NOT an outputfrom the Change Management process?

a) Projected Service Availability
b) Known Error records
c) Change Advisory Board minutes
d) Forward Schedule of Changes
b) Known Error records
Which of the following statements are correct?
1. Release Management is responsible for testing all components o a planned software release reior to packaging.
2. Release Management is responsible for rolling out all changes to the IT infrastructure.

a) Statement 1 only
b) Statement 2 only
c) Both statements are correct
d) Neither statement is correct
c) Both statements are correct
Which process is responsible for the increment of versions of software or hardware in the production environment?

a) Change Management
b) Release Managementformat
c) Problem Management
d) Configuration Management
b) Release Management
A new disk has to be installed to solve a problem with making backups on the network. The procedures for making backups will also have to be updated. Through which process does formal approval have to be given for carrying out the work?

a) Change Management
b) Configuration Management
c) Problem Management
d) Incident Management
a) Change Management
Match up the terms to their correct definitions:
1. Budgeting
2. Accounting
3. Charging
x. Calculates the cost of providing the service
y. Can recover the cost of service from customers
z. Predicts the amount of money required to run the IT Service

a) 1-z; 2-x; 3-y
b) 1-y; 2-x; 3-z
c) 1-x; 2-z; 3-y
d) 1-z; 2-y; 3-x
a) 1-z; 2-x; 3-y
Wjich of the following is NOT a key required by the Financial Manager?

a) Sound numerical and financial skills
b) Excellent communication and negotiation skills
c) Ability to interact successfully with all levels of Customer and IT management
d) Detailed understanding of the technical services delivered by the IT Service
d) Detailed understanding of the technical services delivered by the IT Service
Which two Service Management processes are likely to make most use of a risk analysis and management methodology?

a) Availability and IT Service Continuity Management
b) Availability and Capacity Management
c) Capacity Management and IT Service Continuity Management
d) Availability Management and Service Level Management
a) Availability and IT Service Continuity Management
Which process is most likely to be concerned with managing and monitoring service

a) Availability Management
b) Capacity Management
c) Problem Management
d) Service Level Management
d) Service Level Management
"Active listening" and "questioning techniques" are skills that are most important to which ITIL professional?

a) Service Level Manager
b) Service Desk Analysts
c) Problem Analysts
d) Capacity Planner
b) Service Desk Analysts
Which of the following is correct definition?

a) IT Accounting is the set of processes used by the customer to identify if they are getting value for the money from IT
b) IT Accounting is the set of processes that enable the IT organization to predict spend
c) IT Accounting is the set of processes that enable IT organization to negotiate periodically with the business the amount of money required to deliver service
d) IT Accounting is the set of processes that enable the IT organization to account fully for the way its money is spent
d) IT Accounting is the set of processes that enable the IT organization to account fully for the way its money is spent
Which is the most appropriate way to determine the correct level of CI's?

a) Whether teh CI can be installed or de-installed independently
b) Whether the CI has a relationship only with am item at a higher level than itself
c) It is dependent on the organization's requirements that is implementing Configuration Management
d) It is dependent on the amount of resources available at the time of implementation to capture the information
c) It is dependent on the organization's requirements that is implementing Configuration Management
A Request for Change (RFC) will cover changes to which of the following?
1. Documentation
2. Software
3. Hardware
4. Engineering Cover

a) 1, 2 and 3
b) They could ALL be covered by an RFC
c) 2 and 3 only
d) 1 and 2 only
b) They could ALL be covered by an RFC
Which of the following are the activities of Operational Management within IT Service Continuity Management

a) Awareness, structure, planning, agreement and review
b) Awareness, review, testing, change, training and assurance
c) Risk Analysis, Management
d) Identify assets, assess threats and vulnerabilities, choose countesmeasures
b) Awareness, review, testing, change, training and assurance
Which Congiguration Management activity is missing from the following list?
1. Planning
2. identification
3. Status Accounting
4. Verification and Audit

a) Database population
b) Control
c) Logging CI's
d) Labeling
b) Control
"Which of the following sources of information are relevant to Capacity Management?
1. External suppliers of new technology
2. Business Strategies and financial plans
3. IT strategies, plans and budgets
4. Incidents and Problems that relate to poor performance

a) All of them
b) 1 and 2 only
c) 1, 2 and 3
d) 2 and 3 only"
a) All of them
None
Match the terms to their correct definitions:
1. Modeling
2. Application Sizing
3. Demand Management
4. Tuning
w. Influencing the need for computing resources
x. Predicting the behavior of IT services
y. Increasing Component utilization to improve performance
z. Estimating resource requirements

a) 1-x; 2-z; 3-y; 4-w
b) 1-w; 2-x; 3-z; 4-y
c) 1-x; 2-z; 3-w; 4-y
d) 1-z; 2-x; 3-w; 4-y
c) 1-x; 2-z; 3-w; 4-y
None
How does the Problem Management support the activities of the Service Desk?

a) Investigates all Incidents that the Service Desk resolves
b) Relieves the Service Desk by Immediately communicating solution to a problem to the users
c) Makes information available to the Service Desk about Known Errors
d) Problem Management does not support the Service Desk
c) Makes information available to the Service Desk about Known Errors
None
Which of the following statements are correct?
1. A Service Level Agreement (SLA) is a contract in which all available services are defined
2. A Service Level Manager should know more about technology than about the organization

a) Statement 1 only
b) Statement 2 only
c) Both statements are correct
d) Neither statement is correct
d) Neither statement is correct
None
Which of the following statements are correct?
1. It is important that there should be restricted access to the Incident closure routine.
2. Incidents should be matched with the corresponding Problem/Known record, where one exists.

a) Both statements are correct
b) Neither statement is correct
c) Statement 1 only
d) Statement 2 only
a) Both statements are correct
None
Which of the following are objectives of Availability Management?
1. Reduction of the frequency and duration of Incidents that affect Availability
2. Provision of reporting to ensure that agreed level of Availability are monitored on an on-going basis
3. Ensuring IT Services are designed to deliver the required levels of Availability
4. Understanding the business requirements, both current and future, ensuring that these and the availability requirements are met.

a) They are all objectives of Availability management
b) 1, 2 and 3
c) 2, 3 and 4
d) 2 and 3
b) 1, 2 and 3
None
How many Service Support disciplines are there?

a) 2
b) 5
c) 11
d) 6
d) 6
None
An Availability Manager has both Planning and Operational activities to undertake as part of their role. Match the following AM activities to whether they are Planning or Operational:
1. Determining the Vital Business Function (VBF's) of the organization
2. developing the Availability Plan
3. Monitoring Service Level Targets
4. Designing the IT Infrastructure to meet Availability requirements
x. Planning Activity
y. Operational Activity

a) 1-x; 2-x; 3-y; 4-y
b) 1-x; 2-x; 3-x; 4-y
c) 1-x; 2-x; 3-y; 4-x
d) 1-x; 2-x; 3-x; 4-x
c) 1-x; 2-x; 3-y; 4-x
None
Which of the following are important factors for successful Incident Management?
1. An up-to-date CMDB
2. An up-to-date knowledge base for use in Incident resolution and workarounds
3. An effective system to record and manage Incidents

a) 1 and 2 only
b) 1 and 3 only
c) All of them
d) 2 and 3 only
c) All of them
None
Which of the following is NOT a key part of the IT Financial Management process?

a) Budgeting
b) IT Accounting
c) IT Costing
d) Charging
c) IT Costing
None
Developing Recovery Plans and implementing risk reduction measures all form parts of which ITSCM stage?

a) Implementation
b) Initiation
c) requirements and Strategy
d) Operational management
a) Implementation
None
Which of the following is NOT an input to Change Management?

a) Request for Change (RFC)
b) CMDB
c) Known Errors
d) Forward Schedule of Changes (FSC)
c) Known Errors
None