AMPLE PAPER 3
QUESTION 7 Which of the fo
Continu
A. Management procedures
C.
UESTION 9
is an important part of which process?
A. IT Financial Management
UESTION 10
hich of the following is NOT a technique usually associated with Availability Ma
C. Analysis data heory
hich of the following statements is true?
ents and technical ers and may be written in technical language
al Level Agreements are between Service Level Management and ice Level Agreements are between user departments and Service Level Management and are written in technical language.
C. Providing management infor
QUESTION 7 Which of the fo
A. Charging is required i B. Budgeting a
Management C. It is better to budg D. Charging m
Q
ich of the following is necessary in order to start planning for IT Service ity Management?
Include continuity measures in Change B. Identify appropriate countermeasures
Conduct a business impact analysis
D. Establish a contract with an intermediate recovery provider Q
Status accounting
B. Change Management C. Incident Management D. Configuration Management Q
W
nagement?
A. Auto error detection B. Duplexing
D. Queuing t QUESTION 11 W
A. Service Level Agreements are between users departm support providers and are written in business language
B. Operational Level Agreements are between internal service provid C. Operation
external providers and are written in business language D. Serv
QU
Pro Which one of the following
mo
A. Problem control, error control, management reporting tion, control, status accounting, verification
tification, severity analysis, support allocation, investigation QU
The Se customer’s enquiry. What action should
the
ent number. Tell them cident but refer to appropriate second line support group.
Monitor progress and keep customer informed.
to ring back if it happens again
not heard within 48 hours.
. Suggest the customer contacts a third party.
QU
Wh ty Plan it is essential to prepare for a return to
nor include in the section of the plan that
eals with the return to normal working?
B. A list of contacts for the emergency suppliers
ontinuity Plan.
QU
hich of the following best describes why an SLA should contain definitions of
the SLA then it is realistically measurable.
ESTION 12
is the correct combination of concepts and Service Management?
erability A. Availability Manage
blem Management includes several core activities.
st accurately summarises these?
B. Identifica
C. Incident control, severity analysis, support allocation, reporting D. Iden
ESTION 14
rvice Desk is unable to deal with a y take?
A. Log the details and inform the customer if the incid
someone will contact them within an agreed time with an update. Retain ownership of the in
B. Tell them
C. Log the details inform the customer of the incident number. Suggest they ring back if they have
D
ESTION 15
en writing an IT Service Continui
mal working. Which of these is essential to d
A. Removal of data from standby equipment
C. Bonus payments for staff involved in the disaster D. Creation of an updated version of the IT Service C ESTION 16
W terms?
A. To ensure that anywhere there is a measurement required within
B. To ensure that both the customer and IT can unambiguously understand the sense.
ticular term is the one meant in the SLA.
Which of the following would NOT normally be discussed in a typical service
es to the service C. Corrective actions be taken
satisfaction with the service UESTIONS 18
Wh ill NOT normally be provided by a good Service Desk?
irement for IT Knowledge throughout the user community of the root cause of incidents
C. Early warning of potential business IT Operational failures sers informed
UESTIONS 19 Wh
approp me?
A. the car park
B. Reciprocal arrangement with a local company away D. Dormant contract with a mainframe supplier QUESTIONS 20
Impact assessment is NOT normally a part of which of the following processes?
A. Problem Management
Continuity Planning Level Management QU
An overhead would normally be regarded as which of the following?
C. A direct cost et Price
onsider these statements:
terms in the SLA.
C. To ensure that all clauses in the SLA make
D. To ensure that the customers’ understanding of a par
QUESTION 17
review with a customer?
A. Authorisation for chang B. Service performance trends D. Customer
Q
ich of the following w A. Reduced requ B. Effective correction D. Keeping u
Q
ich of the following IT Service Continuity measures is likely to be the most riate for 24x7 business critical systems running on a mainfra
Cold standby facility to be located in C. Hot standby at some site a distance
B. IT Service
C. Incident Management D. Service
ESTION 21
A. An Indirect cost B. A discounted charge D. The Mark
QUESTION 22 C
1.
ty ents of all services is understood
2. e
p er arise
Which of e correct?
C. Only 2
planning to avoid repetition
tasks that reduce the likelihood of incidents UESTION 24
rom a well-informed user’s perspective, which of the following is a likely sequence nt of a service failure?
A. Incident Management, Change Management, Release Management, B. nagement, Problem Management, Release Management, C. Incident Management, Problem Management, Change Management, D. Change Management, Incident Management, Problem Management,
agement QUESTION 25
The Ch nagement process is NOT responsible for:
g a change to the network
C. Ensuring that the impact of a change to hardware is fully assessed ase of a software change
QU Wh
uled implementation date endations
D. The names of the CAB members
Service Capacity Management should ensure that the type, pattern, and pical resource requirem
Undertaking Service Capacity Management is sufficient to ensure that th erformance difficulties nev
these statements is/ar A. Neither
B. Both D. Only 1 ESTION 23
roperly implemented and tested IT Service Continuity Pla c
A. Planning the implementation of new services at times that don’t imp B. Enabling a speedy recovery of service after
C. Reviewing trends in Incidents and D. Having planned maintenance Q
B. Ensuring that a change to an application is prioritised D. Implementing the rele
ESTION 26
ich of the following need NOT be recorded as part of a change record?
A. The sched
B. Some details of the back-out plan C. Any CAB Recomm
QU
Wh e responsibility of the Release Management Process?
software control
C. Helping to determine the software release policy
that CMDB entries concerning software CIs are verified.
UESTION 29
Wh Incident lifecycle after the
Inc
A. tion, Diagnosis
C. , Repair, Restoration
D. Detection, Diagnosis, Repair, Recovery, Restoration
hich of the following statements best describes a “Problem”?
A. diagnosed and for which a resolution exists
C. nce
QU
y Introducing budgeting and accounting for IT Services, which of the following will it?
A. Better value for money
D. rt
QU
hich of the following statements is true?
ESTION 27
sider the following:
1. Details of environment
ich of the above statements is true in all cases?
A. Both 1 and 2 C. Only 1 D. Only 2 Q
ich of the following is NOT th A. Distributing software B. The physical aspects of D. Ensuring
Q
ich is the correct sequence of events for describing an ident has occurred?
Detection, Repair, Recovery, Restora
B. Detection, Recovery, Repair, Restoration, Diagnosis Detection, Diagnosis, Recovery
QUESTION 30 W
An Incident which has been
B. An Incident that has passed its Service Level for fixing An Incident that has occurred more than o
D. The unknown underlying cause of one or more Incidents ESTION 31
B
be a direct benef
B. Clearer Charging Policies C. Improved Financial forecasting
Higher quality suppo ESTION 32
W
A. Physical copies of all CIs are stored in the DSL
B. The DSL contains source code only
ment is responsible for managing the organization’s rights g software
be developed from non-definitive versions of software in t urgent release.
tified?
ponent requires changing and it is unlikely to affect any has been cancelled because most of the members are
iously agreed
C. The supplier has advised that previous versions will not be supported much m UESTION 34
The ility of Availability Management is …..
CIs
ilability that enables customers to satisfy their business objectives
C. To negotiate and manage support contracts for hardware and software e security and serviceability of all IT Services
UESTION 35
Wh T a valid charging policy?
C. ‘Cost Plus’ Pricing te UESTION 36
Wh e Advisory Board?
C. All of them
Representatives
hich of these is NOT a purpose for which Service Capacity Management information can be used?
calculation C. Network Performance Analysis D. Demand Management
C. Release Manage
and obligations regardin D. A Change may only
he case of an QUESTION 33
In which of the following circumstances is requesting an urgent change jus A. Only one small com
other components B. The CAB meeting
unavailable at the time prev longer
D. The change is needed to correct an error on a business critical syste Q Prime responsib
A. To understand the behaviour of B. To deliver a level of ava
D. To manag Q
ich of the following is NO A. Cost Recovery
B. Activity Based Costing D. Market Ra
Q
ich of the following are likely members of the Chang A. Problem Manager
B. Change Manager D. Customer
QUESTION 37 W
A. DSL control
B. Systems throughput
QUESTION 38
Which of the following is NOT an attribute of a hardware CI?
A. Number of items B. What is costs
C. A suppliers part number D. A manufacturers serial number QUESTION 39
Which of the following list will NOT have a direct impact upon IT Capacity?
A. An Increase in network bandwidth available B. A reduction in transactions processed
C. A reduction in the number of files to be stored D. An increase in the cost per transaction
QUESTION 40
Which of the following is MOST involved w em – Known Error – Change lifecycle?
A. Service Support B. Service Management C. Service Delivery D. Customer Services
ith the Incident – Probl