Que: Which process is responsible for ensuring that the CMDB has been updated correctly?
Que: Which of the following details must be recorded for every CI in the CMDB?
Ans: Both A and B
Que: Items of information stored in the CMDB relating to a specific CI are known as?
A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). Which of the items below would NOT normally be regarded as a CI?
A user name
A video monitor
A bought-in software package
For which of the following activities is the Service Desk NOT responsible?
Root cause identification
Categorisation and prioritisation
Which of the following is NOT part of the role of the Service Desk?
Providing support to the user community
Resolving the root causes of incidents
Acting as day-to-day interface between IT services and users
Monitoring the progress of incidents
The network managers have excessive workloads and have no time to proactively manage the network. One of the contributing factors to these large workloads is the frequency that users contact these managers directly. which ITIL process would improve this situation?
Que: A computer operator notices the full storage capacity of her/his disk will soon be used. To which ITIL process must this situation be reported?
Que: A serious incident has occurred. The assigned solution team is unable to resolve this incident within the agreed time. The Incident Manager is called in. Which form of escalation describes the above sequence of events?
Que: From which document can the Incident Management process obtain information about when and to whom it must escalate issues if required?
The Service Improvement Program
The Service Catalogue
The organization chart
The Service Level Agreement
Which of the following is NOT a Problem Management responsibility?
Ownership of an incident throughout its lifecycle
Investigation & Diagnosis
Raising Requests for Change
Maintenance of a known error database
A known error occurs when:
An error has occurred several times and has been passed to Problem Management
An error occurs that has not been diagnosed and for which a circumvention does not yet exist
A problem has been diagnosed and a resolution or circumvention exists
The resolution of a problem has been implemented
If a customer complains that service levels are below those agreed in the SLA because of a number of related hardware incidents, who is responsible for investigating the underlying cause?
The Incident Manager
The Service Level Manager
The Problem Manager
The Availability Manager
Que: A user complains to the Service Desk that an error continually occurs when using a specific application. This causes the connection with the network to be broken. Which ITIL process is responsible for tracing the cause?
How does Problem Management support the Service Desk activities?
It resolves serious incidents for the Service Desk.
It studies all incidents resolved by the Service Desk.
It relieves the Service Desk by communicating the resolution directly to the user.
It makes information on a Known Error available to the Service Desk.
Under an ITIL Change Management process, once a change has been built, who should undertake testing?
The change builder
The Change Manager
The Change Advisory Board
An independent tester
Which of the following activities is the responsibility of Change Management?
Reviewing changes to ensure they have worked
Creating a change to rectify a known error
Determining the release strategy for a major change
Implementing a software change at a remote site
Within an ITIL compliant Change Management process, who decides on the categorisation of a proposed change?
Change Advisory Board
The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. Which process grants such permission?
Service Level Management
After a Change has been implemented, an evaluation is performed.What is this evaluation called?
Forward Schedule of Changes (FSC)
Post Implementation Review (PIR)
Service Improvement Program (SIP)
Service Level Requirement (SLR)
Which of the following activities is NOT part of the release process:
Moving software from the DSL to the development environment
Moving software from the DSL to the live environment
Moving software from the development to the test environment
Moving software from the live environment to the DSL
Which of the following best describes ‘reliability’?
The combination of confidentiality, integrity and maintainability
The ability of a service to remain functional even though some components have failed
The ability of a CI to remain functional under given conditions
The ability of a CI to be retained in, or restored to, an operational state
What is the description of the term Confidentiality as part of the Security Management process?
Protection of the data against unauthorized access and use
Ability to access data at any moment
The capacity to verify that the data is correct
The correctness of the data
Which of the following is NOT a responsibility of the IT Service Continuity planning team?
Outlining possible measures to protect an IT service
Deciding the business criticality of an IT service
Testing the plans for recovery of an IT service
Identifying the risks to an IT service
Which of the following would you NOT expect to see in an IT Service Continuity Plan?
The version number
Reference to change control procedures
Service Level Agreements
Which of these is not part of Capacity Management?
Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology?
Financial Management for IT Services
Which ITIL process draws up a (long-range) plan for the expected purchase of IT Services?
Financial Management for IT Services
The Service Level Manager requires confirmation that the internal Service Desk can answer a certain percentage of calls within 10 seconds. In which document would the Service Desk’s agreement to this requirement be recorded?
Internal Specification Sheet
Operational Level Agreement
Service Level Agreement
An underpinning third party contract
In which two service Management processes would you be most likely to use a risk analysis and management methodology?
Change & Cost Management
Availability Management & IT Service Continuity Management
Incident & Change Management
Service Level Management & IT Service Continuity Management