1. In which two service Management processes would you be most likely to use a risk analysis and management methodology?
Answer
Correct Answer:
Availability Management & IT Service Continuity Management
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2. Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology?
Answer
Correct Answer:
Capacity Management
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3. Which of these is not part of Capacity Management?
Answer
Correct Answer:
Maintainability
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4. What is the description of the term Confidentiality as part of the Security Management process?
Answer
Correct Answer:
Protection of the data against unauthorized access and use
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5. 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?
Answer
Correct Answer:
Incident Management
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6. Under an ITIL Change Management process, once a change has been built, who should undertake testing?
Answer
Correct Answer:
An independent tester
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7. How does Problem Management support the Service Desk activities?
Answer
Correct Answer:
It makes information on a Known Error available to the Service Desk.
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8. Which of the following is NOT a Problem Management responsibility?
Answer
Correct Answer:
Ownership of an incident throughout its lifecycle
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9. From which document can the Incident Management process obtain information about when and to whom it must escalate issues if required?
Answer
Correct Answer:
The Service Level Agreement
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10. 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?
Answer
Correct Answer:
Hierarchical escalation
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11. A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). Which of the items below would NOT normally be regarded as a CI?
Answer
Correct Answer:
A user name
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12. Items of information stored in the CMDB relating to a specific CI are known as?
Answer
Correct Answer:
Attributes
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13. Which of the following details must be recorded for every CI in the CMDB?
Answer
Correct Answer:
Both A and B
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14. Which process is responsible for ensuring that the CMDB has been updated correctly?
Answer
Correct Answer:
Configuration Management
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