Question 1

Which of the following activities are performed by a service desk?
1) Logging details of incidents and service requests
2) Providing first-line investigation and diagnosis
3) Restoring service
4) Implementing all standard changes

Accepted Answer

A)  All of the above 
B)  1, 2 and 3 only 
C)  2 and 4 only 
D)  3 and 4 only

Question 2

Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1) Details of failed changes
2) Updates to the change schedule
3) Reviews of completed changes

Accepted Answer

A)  All of the above 
B)  1 and 2only 
C)  2 and 3 only 
D)  1 and 3 only

Question 3

Which of the following BEST describes the purpose of access management?

Accepted Answer

A)  To provide a channel for users to request and receive standard services 
B)  Provides the rights for users to be able to use a service or group of services 
C)  To prevent problems and resulting Incidents from happening 
D)  To detect security events and make sense of them

Question 4

Which statement BEST represents the guidance on incident logging?

Accepted Answer

A)  Incidents must only be logged if a resolution is not immediately available 
B)  Only incidents reported to the service desk can be logged 
C)  All incidents must be fully logged 
D)  The service desk decide which incidents to log

Question 5

What is most likely to cause a loss of faith in the Service Level Management process?

Accepted Answer

A)  Measurements that match the customer's perception of the service 
B)  Clear, concise, unambiguous wording in the Service Level Agreements(SLAs) 
C)  Inclusion of items in the SLA that cannot be effectively measured 
D)  Involving customers in drafting Service Level Requirements

Question 6

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Accepted Answer

A)  Service level management 
B)  Problem management 
C)  Change management 
D)  Event management

Question 7

Which of the following are responsibilities of a Service Level Manager?
1) Agreeing targets in Service Level Agreements
2) Designing the service so it can meet the targets
3) Ensuring all needed contracts and agreements are in place

Accepted Answer

A)  1 and 3 only 
B)  All of the above 
C)  2 and 3 only 
D)  1 and 2 only

Question 8

Remediation planning is BEST described in which of the following ways?

Accepted Answer

A)  Planning how to recover the cost of a change 
B)  Planning the steps required to be taken if a change is unsuccessful 
C)  Planning how to compensate a user for a failed change 
D)  Planning how to advise the change requestor of a failed change

Question 9

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Accepted Answer

A)  The Service Level Manager 
B)  The IT Service Continuity Manager 
C)  The Service Catalogue Manager 
D)  The Supplier Manager

Question 10

Service transition contains detailed descriptions of which processes?

Accepted Answer

A)  Change management, service asset and configuration management, release and deployment management 
B)  Change management, capacity management event management, service request management 
C)  Service level management, service portfolio management, service asset and configuration management 
D)  Service asset and configuration management, release and deployment management, request fulfillment

Question 11

What are Request Models used for?

Accepted Answer

A)  Capacity Management 
B)  Modelling arrival rates and performance characteristics of service requests 
C)  Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote 
D)  Identifying frequently received user requests and defining how they should be handled

Question 12

Which of these statements about Service Desk staff is CORRECT?

Accepted Answer

A)  Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them 
B)  The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles 
C)  The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries 
D)  Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Question 13

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Accepted Answer

A)  Business Objectives, IT Objectives, Process Metrics 
B)  Process Models, Goals and Objectives 
C)  Vision and Strategy, Tactical Goals and Operational Goals 
D)  Business and IT Strategy and Process Definitions

Question 14

Which of the following is NOT a purpose of Service Transition?

Accepted Answer

A)  To ensure that a service can be managed, operated and supported 
B)  To provide training and certification in project management 
C)  To provide quality knowledge of Change, Release and Deployment Management 
D)  To plan and manage the capacity and resource requirements to manage a release

Question 15

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Accepted Answer

A)  User 
B)  Customer 
C)  Supplier 
D)  Administrator

Question 16

Which role is accountable for a specific service within an organization?

Accepted Answer

A)  The Service Level Manager 
B)  The Business Relationship Manager 
C)  The Service Owner 
D)  The Service Continuity Manager

Question 17

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

Accepted Answer

A)  Change management 
B)  IT service continuity management 
C)  Financial management for IT services 
D)  Service catalog management

Question 18

Which one of the following is the BEST definition of an event?

Accepted Answer

A)  Any change of state that has significance for the management of a configuration item (CI) or IT service 
B)  An unplanned interruption to an IT service or a reduction in the quality of an IT service 
C)  The unknown cause of one or more incidents that have an impact on an IT service 
D)  Reducing or eliminating the cause of an incident or problem

Question 19

Which process is responsible for frequently occurring changes where risk and cost are low?

Accepted Answer

A)  Incident Management 
B)  Request Fulfillment 
C)  Release and Deployment Management 
D)  Access management

Question 20

Which of the following is the goal or purpose of service level management?

Accepted Answer

A)  To carry out the service operations activities needed to support current IT services 
B)  To ensure that sufficient capacity is provided to deliver the agreed performance of services 
C)  To create and populate a service catalogue 
D)  To ensure that an agreed level of IT service is provided for all current IT services

Exam 5: Information Security Foundation (based on ISO/IEC 27002

Which of the following activities are performed by a service desk? 1) Logging details of incidents and service requests 2) Providing first-line investigation and diagnosis 3) Restoring service 4) Implementing all standard changes

Which of the following items would commonly be on the agenda for a change advisory board (CAB) ? 1) Details of failed changes 2) Updates to the change schedule 3) Reviews of completed changes