Question 1

Which of the following statements is INCORRECT?

Accepted Answer

A)  Urgent and non-urgent changes follow the same Change Management process 
B)  High risk, urgent changes should be considered by the CAB Emergency Committee 
C)  Urgent changes need not necessarily be reviewed, unless there is time to do so 
D)  The justification for urgent changes should always be based on sound business reasons 
A)  Urgent and non-urgent changes follow the same Change Management process 
B)  High risk, urgent changes should be considered by the CAB Emergency Committee 
C)  Urgent changes need not necessarily be reviewed, unless there is time to do so 
D)  The justification for urgent changes should always be based on sound business reasons C

Question 2

As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?

Accepted Answer

A)  The Forward Schedule of Change, produced by Change Management 
B)  A Service Catalogue plus an understanding of the business criticality of each of the services 
C)  A list of Services and Operational Level Agreements 
D)  A report produced by Incident Management detailing the incidents affecting IT Services over the last month 
A)  The Forward Schedule of Change, produced by Change Management 
B)  A Service Catalogue plus an understanding of the business criticality of each of the services 
C)  A list of Services and Operational Level Agreements 
D)  A report produced by Incident Management detailing the incidents affecting IT Services over the last month B

Question 3

An overhead would normally be regarded as which of the following?

Accepted Answer

A)  A discounted charge 
B)  The market price 
C)  An indirect cost 
D)  A direct cost 
A)  A discounted charge 
B)  The market price 
C)  An indirect cost 
D)  A direct cost C

Question 4

Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff

Accepted Answer

A)  1 and 3 
B)  All three of them 
C)  Only 1 
D)  1 and 2 
A)  1 and 3 
B)  All three of them 
C)  Only 1 
D)  1 and 2

Question 5

Which of the following is NOT a valid attribute of a hardware CI?

Accepted Answer

A)  A supplier's part number 
B)  The cost of the item 
C)  A manufacturer's serial number 
D)  The number of items held 
A)  A supplier's part number 
B)  The cost of the item 
C)  A manufacturer's serial number 
D)  The number of items held

Question 6

Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?

Accepted Answer

A)  Improved user satisfaction 
B)  Incident volume reduction 
C)  Elimination of lost incidents 
D)  Less disruption to both IT support staff and users 
A)  Improved user satisfaction 
B)  Incident volume reduction 
C)  Elimination of lost incidents 
D)  Less disruption to both IT support staff and users

Question 7

The CMDB:

Accepted Answer

A)  Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24 
B)  Is updated by Configuration Management staff at the end of each working day 
C)  Holds information that will be useful to the majority of IT Service Management processes 
D)  Must be verified for accuracy monthly with trend reports on errors distributed to management quarterly 
A)  Must be available for update 7 x 24 if any of the services supported by the IT supplier are available 7 x 24 
B)  Is updated by Configuration Management staff at the end of each working day 
C)  Holds information that will be useful to the majority of IT Service Management processes 
D)  Must be verified for accuracy monthly with trend reports on errors distributed to management quarterly

Question 8

Which of the following activities are NOT part of IT Accounting?

Accepted Answer

A)  Calculation of the costs of IT services 
B)  Budgeting 
C)  Identification of costs by customer, service or activity 
D)  Performing cost-benefit analyses to support decision making 
A)  Calculation of the costs of IT services 
B)  Budgeting 
C)  Identification of costs by customer, service or activity 
D)  Performing cost-benefit analyses to support decision making

Question 9

Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services 2. IT Financial Management ensures that the IT department charges those who benefit from IT

Accepted Answer

A)  Only 1 
B)  Only 2 
C)  Neither 
D)  1 and 2 
A)  Only 1 
B)  Only 2 
C)  Neither 
D)  1 and 2

Question 10

Consider the following activities: 1. The analysis of raw data 2. The identification of trends 3. The definition of Service Management processes 4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?

Accepted Answer

A)  All of them 
B)  2 and 3 
C)  None of them 
D)  1, 2 and 4 
A)  All of them 
B)  2 and 3 
C)  None of them 
D)  1, 2 and 4

Question 11

Which one of the following is NOT the responsibility of a Service Level Manager?

Accepted Answer

A)  Analyzing and reviewing agreed service levels 
B)  Maintaining the service catalogue 
C)  Negotiating requests for service 
D)  Assessing the full impact of proposed changes to services 
A)  Analyzing and reviewing agreed service levels 
B)  Maintaining the service catalogue 
C)  Negotiating requests for service 
D)  Assessing the full impact of proposed changes to services

Question 12

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

Accepted Answer

A)  Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs 
B)  Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving 
C)  Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance 
D)  Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them 
A)  Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs 
B)  Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving 
C)  Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance 
D)  Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them

Question 13

During the release planning stage, you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?

Accepted Answer

A)  Full Release 
B)  Package Release 
C)  Emergency 
D)  Delta Release 
A)  Full Release 
B)  Package Release 
C)  Emergency 
D)  Delta Release

Question 14

The major difference between a CMDB and an asset register is that CMDB holds information on:

Accepted Answer

A)  Documentation 
B)  Software 
C)  The IT environment 
D)  Relationships 
A)  Documentation 
B)  Software 
C)  The IT environment 
D)  Relationships

Question 15

At what point should capacity requirements of a proposed system be first considered?

Accepted Answer

A)  Leave it until the system is implemented and see if the system works O.K. 
B)  As early as possible 
C)  When the Development Manager has completed testing and passes the system to Operations for operational testing 
D)  Just before the system goes live 
A)  Leave it until the system is implemented and see if the system works O.K. 
B)  As early as possible 
C)  When the Development Manager has completed testing and passes the system to Operations for operational testing 
D)  Just before the system goes live

Question 16

From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?

Accepted Answer

A)  Incident Management, Problem Management, Release Management, Change Management 
B)  Incident Management, Problem Management, Change Management, Release Management 
C)  Change Management, Incident Management, Problem Management, Release Management 
D)  Incident Management, Change Management, Release Management, Problem Management 
A)  Incident Management, Problem Management, Release Management, Change Management 
B)  Incident Management, Problem Management, Change Management, Release Management 
C)  Change Management, Incident Management, Problem Management, Release Management 
D)  Incident Management, Change Management, Release Management, Problem Management

Question 17

Who must always authorize a Request for Change before the change is built and tested?

Accepted Answer

A)  The Configuration Manager 
B)  The Change Initiator 
C)  The Change Manager 
D)  Release Management 
A)  The Configuration Manager 
B)  The Change Initiator 
C)  The Change Manager 
D)  Release Management

Question 18

In Availability Management, Confidentiality and Integrity are elements of:

Accepted Answer

A)  Reliability 
B)  Serviceability 
C)  Security 
D)  Maintainability 
A)  Reliability 
B)  Serviceability 
C)  Security 
D)  Maintainability

Question 19

Typically, the decision on what should be the lowest level of CI recorded is influenced mostly by:

Accepted Answer

A)  The reliability of the CIs 
B)  The level at which components will be independently changed 
C)  The suitability of the available software to hold the information 
D)  The availability of spares for CIs 
A)  The reliability of the CIs 
B)  The level at which components will be independently changed 
C)  The suitability of the available software to hold the information 
D)  The availability of spares for CIs

Question 20

The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:

Accepted Answer

A)  Initial testing, Education and Awareness and Assurance 
B)  Education and Awareness, Review and Audit 
C)  Organization and Implementation Planning and Risk Reduction Measures 
D)  Business Impact Analysis, Risk Assessment and Business Continuity Strategy 
A)  Initial testing, Education and Awareness and Assurance 
B)  Education and Awareness, Review and Audit 
C)  Organization and Implementation Planning and Risk Reduction Measures 
D)  Business Impact Analysis, Risk Assessment and Business Continuity Strategy

Which of the following statements is INCORRECT?

As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?

An overhead would normally be regarded as which of the following?

Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff

Which of the following is NOT a valid attribute of a hardware CI?

Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?

The CMDB:

Which of the following activities are NOT part of IT Accounting?

Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services 2. IT Financial Management ensures that the IT department charges those who benefit from IT

Consider the following activities: 1. The analysis of raw data 2. The identification of trends 3. The definition of Service Management processes 4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?

Which one of the following is NOT the responsibility of a Service Level Manager?

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

During the release planning stage, you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?

The major difference between a CMDB and an asset register is that CMDB holds information on:

At what point should capacity requirements of a proposed system be first considered?

From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?

Who must always authorize a Request for Change before the change is built and tested?

In Availability Management, Confidentiality and Integrity are elements of:

Typically, the decision on what should be the lowest level of CI recorded is influenced mostly by:

The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:

Certified Manager of Quality/Organizational Excellence

Certified Quality Auditor

Certified Quality Engineer

Certified Six Sigma Black Belt

Six Sigma Green Belt

Filters

Exam 4: Certified Quality Improvement Associate

Which of the following statements is INCORRECT?

As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?

An overhead would normally be regarded as which of the following?

Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff

Which of the following is NOT a valid attribute of a hardware CI?

Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?

The CMDB:

Which of the following activities are NOT part of IT Accounting?

Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services 2. IT Financial Management ensures that the IT department charges those who benefit from IT

Consider the following activities: 1. The analysis of raw data 2. The identification of trends 3. The definition of Service Management processes 4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?

Which one of the following is NOT the responsibility of a Service Level Manager?

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

During the release planning stage, you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?

The major difference between a CMDB and an asset register is that CMDB holds information on:

At what point should capacity requirements of a proposed system be first considered?

From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?

Who must always authorize a Request for Change before the change is built and tested?

In Availability Management, Confidentiality and Integrity are elements of:

Typically, the decision on what should be the lowest level of CI recorded is influenced mostly by:

The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:

Certified Manager of Quality/Organizational Excellence

Certified Quality Auditor

Certified Quality Engineer

Certified Six Sigma Black Belt

Six Sigma Green Belt

Filters