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ITIL Foundation Cert
IT Service Management EX0-100
106
Management
Professional
09/27/2007
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Term
The successful diagnosis of a problem results in a KE. On the basis of this KE a RFC may be raised. When can the KE be closed?
 Definition
When a review of the change has lead to a satisfactory result.
Term
When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place?
 Definition
Incident Management
Term
When must a Post Implementation Review take place?
 Definition
After every change.
Term
IT Service Continuity Management responsibilities include...
 Definition
Analyzing risks. Testing back-out arrangements. Drawing up back-out scenarios.
Term
Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
 Definition
Configuration Management.
Term
According to the Deming quality circle a number of steps must be performed repeatedly in order to ensure good performance.
 Definition
Plan-Do-Check-Act
Term
The Deming quality circle is a model for control based on quality. Which step in this model must be taken first?
 Definition
Planning
Term
A process is a logically coherent series of activities for a pre-defined goal. What is the process owner responsible for?
 Definition
The result of the process.
Term
What is the difference between a process and a project?
 Definition
A process is continuous and has no end date, whereas a project has a finite life span.
Term
What is the basis of the ITIL approach to service management?
 Definition
Interrelated Activities.
Term
The following is one benefit of ITIL...
 Definition
The quality and the costs of the IT services can be controlled more efficiently.
Term
Which activity takes place immediately after recording and registering an incident.
 Definition
Classification
Term
In an organization, the purchasing department has relocated their IT resources. A service desk employee has been comissioned to relocate this departments workstations. In which ITIL process is this employee now playing a role?
 Definition
Change Management
Term
Information is regularly exchanged between Problem Management and Change Management. What information is this?
 Definition
RFCs resulting from known errors.
Term
In IT Service Continuity Management various precautionary measures are taken, for example using an emergency power provision. Which ITIL process could also initiate this kind of measure?
 Definition
Availability Management.
Term
The __________ functions as the first contact for the customer.
 Definition
Service Desk.
Term
Which ITIL process or which ITIL department has responsibilites that include distributing information to users?
 Definition
Service Desk
Term
Is the following statement True or False? Solving a problem IS NOT a Service Desk activity.
 Definition
True.
Term
Who is responsible for tracking and monitoring an incident?
 Definition
Service Desk
Term
A call to the Service Desk regarding a system message that a printer is not working would be classified as an __________
 Definition
Incident
Term
Is the following statement true or false? The Service Desk is a process.
 Definition
False. The service desk is a department.
Term
One of problem management's tasks is to proactively prevent incidents. With this in mind is the following statement true or false? Analyzing reported incidents in order to make recommendations can be categorized as being proactive.
 Definition
True.
Term
One of the objectives of problem management is to minimize the impact of problems on IT services. Which activity needs to be carried out by problem management in order to achieve this?
 Definition
Managing Known Errors.
Term
Which status is a problem assigned once its cause has been identified?
 Definition
Known Error.
Term
Which activitiy in the problem management process is responsible for generating Requests for Change (RFC) ?
 Definition
Error Control.
Term
When the cause of one or more incidents is not known, additional resources are assigned to identify the cause. Which ITIL process is responsible for this?
 Definition
Problem Management.
Term
Which ITIL process provides change proposals in order to eliminate structural errors?
 Definition
Problem Management.
Term
When is a known error identified?
 Definition
When the cause of the problem is known.
Term
Is the following statement true or false? Analyzing trends is part of proactive problem management.
 Definition
True.
Term
Which ITIL process is responsible for tracing the underlying cause of errors.
 Definition
Problem Management
Term
Is the following statement true or false? Trend analysis is an example of proactive problem management.
 Definition
True.
Term
How does problem management contribute to a higher solution percentage of first-line support?
 Definition
By making a knowledge database available.
Term
What is the primary task of error control?
 Definition
Correcting known errors.
Term
What is the term used for a situation derived from a series of incidents with the same characteristics?
 Definition
A problem.
Term
What is meant by the urgency of an incident?
 Definition
The degree to which the soulution of an incident tolerates delay.
Term
Company.com calls the service desk and reports that the system is slow. He asks whether he can be given another pc like his colleague's which is much faster. Which term is applicable to this situation?
 Definition
Incident.
Term
Reports of different types arrive at a service desk. A report that is printer is not working would be also known as an __________
 Definition
Incident.
Term
Which ITIL process has the following objective? Correcting malfunctions in the services as quickly as possible by minimizing the consequences of the malfunctions, so that the user is hindered as little as possible.
 Definition
Incident Management.
Term
What is the first step when registering an incident?
 Definition
Assign an incident number.
Term
Which ITIL process has the task of classifying incoming interruption reports?
 Definition
Incident Management
Term
Which of the following parties involved in an incident determines whether that incident can be closed?
 Definition
User
Term
What is the use of additional technical expertise in the Incident Management process called?
 Definition
Functional Escalation.
Term
Of which ITIL process are Reliability, Servicability and Maintainability components?
 Definition
Availability Management
Term
What is the meaning of the term serviceability?
 Definition
The degree to which the provision of IT services can be supported by maintenance contracts.
Term
What's the definition of the term "Mean Time To Repair" (MTTR)?
 Definition
Average downtime of a service.
Term
Which ITIL process manager requires a report specifying the duration of an interruption of a configuration item?
 Definition
Availability Manager
Term
The application sizing activity is part of capacity management. What is application sizing?
 Definition
Determining the hardware capacity required to support new or adapted applications.
Term
The capacity manager asks the user of an application whether a certain activity can be peformed at night so the CPU is not overloaded during the day. What part of the capacity management process does this refer to?
 Definition
Demand Management
Term
For what is capacity management responsible?
 Definition
resource management.
Term
Which ITIL process is responsible for determining the hardware necessary in order to support an application.
 Definition
Capacity Management
Term
An analysis has been made regarding the expansion of the customer information db. The result indicates that the mainframe disk capacity must be increased. Which process is responsible for sharing this information on time?
 Definition
Capacity Management
Term
The cash registers ina supermarket experience network disruptions daily between 4pm and 6pm. Which ITIL process is responsible for solving these difficulties on a structural basis?
 Definition
Problem Management.
Term
In change management, a number of activities take place between the acceptance of a reques for change and the completion of the change. Which activity is performed after acceptance of a request for change?
 Definition
Determining the urgency of the change.
Term
Where are the statuses of changes recorded?
 Definition
In the configuration management database. (CMDB)
Term
A user reports a PC problem to the Service Desk. A service desk rep determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible this?
 Definition
Change Management
Term
Who decides the category of a change?
 Definition
The change manager.
Term
An organization plaons on implementing a new network operating system. Before the actual implementation takes place, the plan of approach for achieving the implementation is discussed. Under whose leadership is the discussion held?
 Definition
The change manager
Term
What is a change that must be made quickly called?
 Definition
An urgent change.
Term
Changes are divided into categories. What criterion defines a category for a change?
 Definition
The consequences of the change such as limited, substantial, significant, etc.
Term
When implementing a new version of an application both change management and release management are involved. What is the responsibility of the change management process here?
 Definition
Change managmement plays a coordinating role in this phase.
Term
What is a request to replace something within the IT infrastructure called?
 Definition
Request for change.
Term
In the change management process, which role is ultimately responsible for the entire process?
 Definition
Change Manager
Term
Which ITIL process is responsible for handling an application for a new workstation according to a standard working method?
 Definition
Change Management
Term
Where is the planning of changes kept up to date?
 Definition
FSC (Forward Schedule of Changes)
Term
What is the term used for a fully described and approved change that does not have to be evaluated by change management each time?
 Definition
Standard Change
Term
Which ITIL process aims to prevent incidents resulting from changes to the IT infrastructrue?
 Definition
Change Management
Term
Which subject should be one of the standard items on the agenda of a meeting of the Change Advisory Board (CAB)?
 Definition
Ongoing or concluded changes.
Term
A power failure has knocked out the entire IT infrastructure. Fortunately, there is an ITSC Plan available. When should power failure be considered a disaster to enact the ITSC Plan?
 Definition
When the continuity manager expects the failure to last longer than the maximum period of time mentioned in the service level agreement.
Term
Which ITIL process is responsible for analyzing risks and counter measures?
 Definition
IT service continuity management
Term
Which ITIL process aims to trace business-critical services for which supplementary emergency measures must be taken?
 Definition
IT Service Continuity Management
Term
Which ITIL process carries out a risk analysis on the possible threats to and vulnerabilities of the IT infrastructure?
 Definition
IT Service Continuity Management
Term
Is the following statement true or false? The service catalogue describes all services that can be supplied by the IT management organization.
 Definition
True
Term
Which aspects are described in a Service Level Agreement (SLA)
 Definition
The quality expressed in quantity and costs of the services offered.
Term
What aspects would you not expect to see in a Service level report designed for the customer?
 Definition
The average utilization Level of the service desk
Term
How can an organization determine the effectiveness of the Service Level Management process?
 Definition
By measuring customer satisfaction.
Term
Which ITIL process is responsible for creating the cost agreements for extra support of the service desk?
 Definition
Service Level Management
Term
Users have complained about the e-mail service. An evaluation of the service has been performed. Which activity takes place after the evaluation of a service?
 Definition
Adjusting of the service.
Term
Where are activities documented with the aim of improving an IT service?
 Definition
Service Improvement Program (SIP)
Term
In the service level management process, what happens during the activity called "monitoring"?
 Definition
Guarding agreements with the customer
Term
Which ITIL process verifies that the modifications which have been made to the IT infrastucture have been properly documented?
 Definition
Configuration Management
Term
Information and Communication Technologies (ICT) includes both Asset Management and Configuration Management. What is the difference between the two?
 Definition
Asset Management monitors aspects such as depreciation and configuration management monitors aspects such as the relationships between the configuration items.
Term
In the company.com company a specific component of the IT infrastructure has been modified. This could have consequences for other components. What ITIL process should be set up in order to provide good insight into these consequences?
 Definition
Configuration Management
Term
What does the term 'detail level' mean in the context of the configuration management database (CMDB)?
 Definition
The depth of the database structure.
Term
Which ITIL process includes the activity of describing and registering all components in the IT infrastucture?
 Definition
configuration management
Term
What is a baseline in the IT infrastructure?
 Definition
A standard configuration (such as a standard workstation)
Term
For which of the following activities of configuration management are audits regularly implemented?
 Definition
verification
Term
Which data, for a new configuration item (CI), is recorded in the configuration management database (cmdb)?
 Definition
The relationship to other configuration items.
Term
A number of new PCs have been installed at a company's offices. Recording data regarding the PCs would be a responsibility of which process?
 Definition
Configuration Management.
Term
True or false? The following question can not be answered directly from the CMDB. Which members of the staff of deparment X have moved to department Y?
 Definition
True.
Term
What is the criterion used by change management in determining the category for a request for change?
 Definition
Impact
Term
When is a back-out plan invoked?
 Definition
When it is found that something went wrong when implementing a change.
Term
Release management has distributed a defective release. As a result, monthly invoicing has come to a standstill. This has very radical consequences for the business and has been reproted as an incident. According to ITIL best practices, what should hap
 Definition
Release Management will implement the back-out plan.
Term
What is the first activity when implementing a release?
 Definition
compiling the release schedule
Term
The spell check module of a word-processing software package contains a number of errors. The development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?
 Definition
Release Management
Term
Best describe the contents fo the Definitive Software Library.
 Definition
Authorized versions of all softtware used on the infrastructure.
Term
Software is checked for viruses before it goes into the Definitive Software Library (DSL). What ITL process is responsible for ensuring that only virus-free software is put into the DSL?
 Definition
Release Management
Term
Which ITIL process is responsible for annually allocating the costs of underpinning contracts?
 Definition
Financial Management for IT Services.
Term
Which ITIL process is responsible for setting up the cost allocation system?
 Definition
Financial Management for IT services.
Term
Which activity in the ITIL process "Financial Management for IT Services" is responsible for billing the services that were provided to the customer?
 Definition
Charging
Term
Which ITIL process provides an insight, through the modeling activity, into trends that could cause performance problems in the future?
 Definition
Capacity Management.
Term
Which ITIL process has responsibility in preventing unauthorized access to data?
 Definition
Security Management.
Term
Where are agreements regarding security management recorded?
 Definition
In a Service Level Agreement. (SLA)
Term
Which ITIL process handles the implementation of the policy for access management and access to information systems?
 Definition
security management
Term
Which ITIL process ensures that the information that has been made available satisfies the specified information security requirements?
 Definition
security management
Term
The correctness of data best describes the basic concept of integrity in which process?
 Definition
security management
Term
Security Management includes a number of sub-processes. Which activity of Security management leads to a security sub-clause in the Service Level Agreement (SLA)?
 Definition
Plan
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