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QUESTION NO: 2
Through which process does the implementation of new or changed services, including
closure of a service, need to be planned and approved?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
Answer: B
QUESTION NO: 10
In recent months at a transport company with 1500 desktops, dozens of requests have
been received for expansion of the internal memory because its size has proven to be
insufficient. Which process should have prevented this from happening?
A. Capacity Management
B. Service Level Management
C. Configuration Management
D. Availability Management
Answer: A
QUESTION NO: 7
Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
Answer: A
QUESTION NO: 8
What is a Configuration Baseline?
A. A benchmark of the service provider\’s capability
B. A configuration audit report
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a
point in time
D. The change requests allocated to a release
Answer: C
QUESTION NO: 5
What would increase the amount of detail in the Configuration Management Database
(CMDB)?
A. Increasing the scope of the CMDB
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C. Increasing the number of records in the CMDB
D. Increasing the use of the CMDB
Answer: B
QUESTION NO: 6
One of the activities of Problem Management is the analysis of historical Incident and
Problem data held in the Configuration Management Database (CMDB) in order to
understand trends. Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Answer: C
QUESTION NO: 1
What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Answer: D
QUESTION NO: 11
Which process includes the responsibility of recovering the service as quickly as
possible?
A. Availability Management
B. IT Service Continuity Management
C. Incident management
D. Problem Management
Answer: C
QUESTION NO: 3
Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
Answer: C
QUESTION NO: 4
What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
Answer: A
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