Term
Data provided for a financial administration must only be accessable to authorized users. Which aspect of data can be ensured
A) Availability
B)Integrity
C)Stability
D) Confidentiality |
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Definition
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Term
How does availability work with security management?
A)By making agreements on the availability of the security database.
B) By making agreements on the security of the available database
C) By establishing the security boundaries based on the availability requirements
D) By implementing the measures specified by security management for securing data. |
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Definition
| D) By implementing the measures specified by Security Management for securing the data |
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Term
Sales man are able to use their laptops from hotels to obtain info on travel routines and traveling times. With certain modems communication is unsatisfactory. A temporary solution has been identified. Which process other than Incident Management are involved in achieving a structural solution?
A) Change, configuration, Release & Problem Management
B) Only Config, Problem & Management Release
C) Only Change & Release
D) Only Change, Release & Config
E) Only Problem & Release Management |
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Definition
| A) Change, configuration, Release & Problem Management |
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Term
A customer has requested a review of charges for services provided under a Service Level Agreement. Whithin this SLA there is provision for this. Who will review the charges with the customer?
A) The IT Finance Manager
B) The Config. Manager
C) Ther Service Level Manager
D) The Change Manager |
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Definition
| c) The Service Level Manager |
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Term
When Establishing a new SLA which of the following should the service Level Manager take into account?
1. That the new SLA can meet the targets agreed with the customer
2. That the conditions in other existing SLAs can continue to be met
3. That the possible impact of changes to the SLA can be identified
A) 1&2
B) 2&3
C) 1,2&3
D) 1&3 |
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Definition
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Term
The SLM requires confirmation that the internal Service Desk can answer a certain % of calls within 10 seconds. Which document would the Service desks agreement to this requirement be recorded?
A) Internal Specification Sheet
B) Operational Level Agreement
C) Service Level Agreement
D) An underpinning third party contract |
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Definition
| B) Operational Level Agreement |
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Term
The SLM has established an SLA with the customer. IT department has been unable to fulfill the requirements of the SLA. The main reason is that the purchasing dept of the IT dept only purchases products once a month. The SLA states deliveries will be made as needed.
Which document should the IT purchasin division establish or review together?
A) The Operational Level Agreement
B) The Service Level Requirements
c) The Service Specification sheets
D) The Underpinning Contract |
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Definition
| A) The Operational Level Agreement (OLA) |
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Term
Which of the following are direct advantages of entering into SLAs?
1. The expectations of both the IT customer and the provider should be aligned
2. Fewer Incidents will occur
3. Unambiguous measurements of service provision will be provided
4. The number of changes that have to be backed out will decrease
A) 2&4
B) 1&2
C) 3&4
D) 1&3 |
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Definition
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Term
Which concept is NOT part of financial management for IT services?
A) Budgeting
B) Charging
C) Procuring
D) Pricing |
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Definition
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Term
One reason for building a Cost Model is so that:
A) Charges will reflect what the mrket will bear
B) It can be related directly to its constituent units
C) The costs of IT can be aligned to business activities
D0 It is east for IT to calculate |
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Definition
| C) The costs of IT can be aligned to business activities |
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Term
Without a good accounting system you cannot:
1. know the full cost of services provided
2. Judge the efficiency of Problem Management
3. Recover costs related to usage, should you so wish
Which of the above is true?
A) 1,2,&3
B) 1&3 only
C) 1&2 only
D) 2&3 only |
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Definition
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Term
Consider the following statements:
1. Customers should always be involved for the IT services they use
2. The only reason services are changed for is to make customers aware of the costs involved using those services.
Are these statements correct?
A) Both
B) Only 1
C) Neither
D) Only 2 |
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Definition
| C) Neither (Watch for words always and only) |
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Term
Which of the following is NOT the concern of IT Financial Management?
A) Telephone charges
B) Invoicing
C) Differential Charging
D) Service reviews |
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Definition
| D) Service Reviews (SLMs Job) |
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Term
Which of the following statements on IT financial Management is correct?
A) The IT financial manager identifies the costs that will be incurred by IT and proposes prices for IT services.
B) In order to be able to set up Budgeting and accounting, SLAs and OLAs need to have been agreed
C) It is only possible to be cost conscious if the customer is charged for services
D) The Cost manager must agree with the customer before establishing a Cost model |
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Definition
| A) The financial Manager identifies the costs that will be incurred by IT and proposes prices for services |
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Term
Which is the correct combination of terms and Service Management processes? ( Also what do the acronyms mean?)
1. CMDB A) availability management
2. CFIA B) Release Management
3. DHS C) Service Level Management
4. OLA D) Configuration Management |
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Definition
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Term
Who is authorizex to establish an agreement with the IT organization for the purchase of IT services?
A) The Service Level Manager
B) The User
C) The ITIL Process owner
D) The Customer |
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Definition
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Term
For which of the following activities is the Service Desk NOT responsible?
A) pact analysis
B) Root cause identificatio
C) Categorization and prioritisation
D) Escalation |
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Definition
| B) Root Cause Identification |
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Term
Which of the following is NOT part of the role of the Service Desk?
A) Providing support to the user community
B) Resolving the root causes of incidents
C) Acting as day-to-day interface between IT services and users
D) Monitoring the progess of incidents |
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Definition
| B) Resolving the root causes of incidents |
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Term
Consider the following metrics:
1. Number of incidents closed on without onward referral
2. Number of incidents correctly categorized at logging
3. Number of hardware faults reported
Which of the above are valid performance indicators for the service desk?
A) All three
B) 1&2
C) 1&3
D) 2&3 |
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Definition
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Term
Which of the following lists best describes the key attributes needed by Sevice desk staff?
A) good interpersonal skills: tenacious; technically astuted; firm
B) Business aware; articulate; methodical; tolerant; good interpersonal skills
C) Logical; methodical; tenacious; forthright; analytical
D) Well presented: technical specialist; numerate; good interpersonal skills |
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Definition
| B) Business aware; articulate; methodical; tolerant; good interpersonal skills |
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Term
Which ITIL process or function deals with errors and questions about use of services, raised by end users?
A; Availability management
B) Service Level Management
C) Problem Management
D) Service Desk |
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Definition
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Term
Consider the following situations:
1. An incident exceeds he downtime stipulated within an SLA
2. The business impact of an incident increases due to an unforseen circumstances
3) The # of users impacted by an incident is greater than first thought
4) A senior manager in the customers organization complains about the lack of progess being made on a particular incident
Which of the following are valid reasons for the service desk to invoke escalation procedures?
A) All four
B) 2,3 &4
C) 1,2&3
D) 1,3&4 |
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Definition
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Term
There is an incident that affects 200 desktops. At the same time the Managing Directors printer has broken and he wants to print reports now. Which of the following information can be deduced from this information?
A) there is insufficient information to determine which incident has the higher priority
B) The managing directores printer must be fixed because of the higher business impact
C) Both incidents have an equally high priority
D) The network incident has a higher priority than the managing directors printer because it affects a lot more people |
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Definition
| A) there is insufficient information to determine which incident has the higher priority |
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Term
Which incidents should be logged by the Service Desk?
A) Only incidents not resolved at logging
B) Only incidents from bona fide customers
C) All incidents except simple enquiries
D) All incidents |
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Definition
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Term
The Network managers have excessive workloads and have no time to proactivley manage the networks. 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/
a) Change managemant
b) Configuration management
c) Incident Management
D) Problem Management |
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Definition
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Term
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 for of escalation descrives the above sequence of events?
A, formal escalation
B) Functional Escalation
C) Hierarchical esccalation
D) Operational escalation |
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Definition
| C) Hierarchical esccalation |
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Term
Which of these is not part of Capacity management?
A) Tuning
B) Demand Management
C) Application Sizing
D) Mainatainability |
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Definition
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Term
Consider this list:
1. Analytical
2. Simulation
3. Demand
4. resource
Which of these listed are techniques of IT modeling?
A) 3&4
B) 1&2
C) 2&3
D) 1&4 |
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Definition
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Term
A company is merging with a competitor. The IT and IT infrastructure must be combined.
Which process is responsible for determining the required memory for running the combined infrastructure?
A) Application management
B) Capacity Management
C) Computer operations Management
D) Release Management |
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Definition
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Term
One of the activities of Capacity Management is described as:
" making predictions about the behavior of the infrastructure. The available technologies range from formulating estimates to extensively testing prototypes."
Which cpacity management activity does this involve?
A) demand Management
B) Defferential Charging
C) Notional charging
D) Discounting |
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Definition
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Term
Charging business users a premium rate for using resources at peak times is known as:
A) Peak Resource charging
B) Differential Charging
C) Notional Charging
D) Disounting |
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Definition
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Term
Which ITIL process draws up a long range plan for the xpected purchase of IT services?
A. Availability Management
B) Capacity Management
C) Configuration Management
D) Service Level Management |
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Definition
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Term
Which ITIL process draws up a long range plan for the expected purchase of IT services?
A. Availability Management
B) Capacity Management
C) Configuration Management
D) Service Level Managementag |
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Definition
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Term
Availabiltiy Management is responsible for:
1. Understatnding the reliability of components to carry out a required function under given conditions over a certain period of time
2. considering the ease with which maintenance of components can be carried out
3. Negotiating availability levels ith customers.
Which of these is correct?
A) 2&3
B) 1&2
C) 1,2,&3
D) 1&3 |
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Definition
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Term
Which of the following most accurately represents downtime?
A) MTTR
B) CFIA
C) MTBF
D) MTBSI |
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Definition
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Term
The availability Manager wants to know the situation regarding the recovery of IT components. Who should they contact?
A) Service Desk
B) Technical Management
C) configuration Management
D) Service LEvel Manager |
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Definition
| C) configuration Management |
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Term
The term variant is best used to describe:
A) Unauthorized or illeagal versions of softwarre
B) An incident which has the same impact as an existing known error but a different root cause
C) A CI based on another but with minor amendments applied
D) The difference between forecast and actual resource usage |
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Definition
| C) A CI based on another but with minor amendments applied |
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Term
Items of info stored in the CMDB relating to specific CI are known as:
A) Components
B) Features
C) Attributes
D) Characteristics |
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Definition
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Term
Config Management provides what to the IT management?
A) variations from the agreed service levels
B) Time spent on investigation and diagnosis by each support group
C) # of total incidents and problems per category
D) Details and history of the IT infrastructure |
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Definition
| D) Details and history of the IT infrastructure |
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Term
Change management ensures that scheduling decisions are based on:
1. Urgency
2. Impact
3. Resources
Which are correct?
A)1&2
B)All
C)1&3
D)2&3 |
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Definition
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Term
Which of the following is an activity of change management?
A) Reviewing changes to ensure they have worked
B) Creating a change to rectify a known error
C) The CAB
D) An independent user |
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Definition
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Term
Within ITIL who decides the categorization of a proposed change?
A) Change Manager
B) CAB
C) Change requestor
D) Change Implementor |
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Definition
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Term
Which ITIL process checks that requests for change (RFCs) are logical, workable, and necessary?
A) Change Management
B) Incident Management
C) Problem Management
D) Service Desk |
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Definition
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Term
What is the proper sequence in Dr. Deming's methodology?
A) Check, Plan, Act. Do
B) Plan, Do, Act, Check
C) Plan, Do, Check, Act
D) Do, Plan, Act, Check |
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Definition
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Term
which of the following can be considered a reason for a business not having any plans for a specific IT service?
A) The IT dept. does not have the skills for developing continuity
B) The IT dept. had made a decision that the risk of disaster is small
C) The biz does not hav time to be involved in preparing continuity plans
D) A management decision has been made following a business impact assessment. |
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Definition
| D) A management decision has been made following a business impact assessment. |
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Term
You have just entered into a gradual Recovery IT service continuity agreement. Within the ITIL definition which is incorrect as to what you will find at the contigency site?
A) Building, Electricity, tele comms, office space
B) Generator, tele comms, system manuals, support staff, water
C) Building, tele comms and computing systems, staff, documentation |
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Definition
| C) Building, tele comms and computing systems, staff, documentation |
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Term
Which ITIL process analyzes threats and dependencies to IT services as part of the decision regarding " Countermeasures" to be implemented?
A) Capacity management
B) IT Service Continuity management
C) Problem Management
D) Service Level Management |
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Definition
| B) IT Service Continuity management |
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