Question 1

In which of the following should details of a workaround be documented?

Accepted Answer

A)   The service level agreement (SL
A)  
B)   The problem record
C)   The availability management information system
D)   The IT service plan

Question 2

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA)  is the responsibility of which role?

Accepted Answer

A)   The Service Level Manager
B)   The Configuration Manager
C)   The Change Manager
D)   The Information Security Manager

Question 3

Which of the following does the Availability Management process include?
1)  Ensuring services are able to meet availability targets
2)  Monitoring and reporting actual availability
3)  Improvement activities, to ensure that services continue to meet or exceed their availability goals

Accepted Answer

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

Question 4

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

Accepted Answer

A)   Service strategy
B)   Service transition
C)   Service operation
D)   Continual service improvement

Question 5

Which of the following are Service Desk organizational structures?
1)  Local Service Desk
2)  Virtual Service Desk
3)  IT Help Desk
4)  Follow the Sun

Accepted Answer

A)   2, 3 and 4 only
B)   1, 2 and 4 only
C)   1, 2 and 3 only
D)   1, 3 and 4 only

Question 6

The definitive media library is the responsibility of:

Accepted Answer

A)   Facilities management
B)   Access management
C)   Request fulfillment
D)   Service asset and configuration management

Question 7

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

Accepted Answer

A)   Availability management
B)   Capacity management
C)   Business relationship management
D)   Service catalogue management

Question 8

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Accepted Answer

A)   Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B)   No: the Known Error should be created before the problem is logged
C)   No: a known error record is created when the original incident is raised
D)   No: a known error record should be created with the next release of the service

Question 9

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Accepted Answer

A)   Service level management
B)   Change management
C)   Incident management
D)   Service asset and configuration management

Question 10

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Accepted Answer

A)   Configuration baseline
B)   Project baseline
C)   Change baseline
D)   Asset baseline

Question 11

Which of the following statements is CORRECT?
1)  The only phase of the Service Management Lifecycle where value can be measured is Service Operation
2)  All of the phases of the lifecycle are concerned with the value of IT services

Accepted Answer

A)   Both of the above
B)   Neither of the above
C)   2 only
D)   1 only

Question 12

Which of the following statements about communication within Service Operation are CORRECT?
1)  All communication must have an intended purpose or resultant action
2)  Communication should not take place without a clear audience

Accepted Answer

A)   1 only
B)   2 only
C)   Both of the above
D)   None of the above

Question 13

What is the BEST description of an operational level agreement (OLA) ?

Accepted Answer

A)   An agreement between the service provider and another part of the same organization
B)   An agreement between the service provider and an external organization
C)   A document that describes to a customer how services will be operated on a day-to-day basis
D)   A document that describes business services to operational staff

Question 14

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Accepted Answer

A)   Suppliers, manufacturers and vendors
B)   Customers
C)   Internal departments
D)   The facilities management function

Question 15

Which of these recommendations is best practice for service level management?
1)  Include legal terminology in service level agreements (SLAs) 
2)  It is NOT necessary to be able to measure all the targets in an SLA

Accepted Answer

A)   1 only
B)   2only
C)   Both of the above
D)   Neither of the above

Question 16

Which one of the following can help determine the level of impact of a problem?

Accepted Answer

A)   Definitive media library (DML) 
B)   Configuration management system (CMS) 
C)   Statement of requirements (SOR) 
D)   Standard operating procedures (SOP)

Question 17

Which of the following would commonly be found in a contract underpinning an IT service?
1)  Financial arrangements related to the contract
2)  Description of the goods or service provided
3)  Responsibilities and dependencies for both parties

Accepted Answer

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

Question 18

Which of these would fall outside the scope of a typical service change management process?

Accepted Answer

A)   A change to a contract with a supplier
B)   A firmware upgrade to a server that is only used for IT Service Continuity purposes
C)   An urgent need to replace a CPU to restore a service during an incident
D)   A change to a business process that depends on IT Services

Question 19

Which one of the following activities does application management perform?

Accepted Answer

A)   Defining where the vendor of an application should be located
B)   Ensuring that the required functionality is available to achieve the required business outcome
C)   Deciding who the vendor of the storage devices will be
D)   Agreeing the service levels for the service supported by the application

Question 20

What is the primary focus of business capacity management?

Accepted Answer

A)   Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B)   Review of all capacity supplier agreements and underpinning contracts with supplier management
C)   Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
D)   Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

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

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

Correct AnswerverifiedShow Answer

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Correct AnswerverifiedShow Answer

Which of the following would commonly be found in a contract underpinning an IT service? 1) Financial arrangements related to the contract 2) Description of the goods or service provided 3) Responsibilities and dependencies for both parties

Correct AnswerverifiedShow Answer

Which of the following statements is CORRECT? 1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation 2) All of the phases of the lifecycle are concerned with the value of IT services

Correct AnswerverifiedShow Answer

The definitive media library is the responsibility of:

Correct AnswerverifiedShow Answer

Which of these recommendations is best practice for service level management? 1) Include legal terminology in service level agreements (SLAs) 2) It is NOT necessary to be able to measure all the targets in an SLA

Correct AnswerverifiedShow Answer

What is the primary focus of business capacity management?

Correct AnswerverifiedShow Answer

Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

Correct AnswerverifiedShow Answer

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Correct AnswerverifiedShow Answer

Which one of the following activities does application management perform?

Correct AnswerverifiedShow Answer

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

Correct AnswerverifiedShow Answer

What is the BEST description of an operational level agreement (OLA) ?

Correct AnswerverifiedShow Answer

Which of these would fall outside the scope of a typical service change management process?

Correct AnswerverifiedShow Answer

Which of the following does the Availability Management process include? 1) Ensuring services are able to meet availability targets 2) Monitoring and reporting actual availability 3) Improvement activities, to ensure that services continue to meet or exceed their availability goals

Correct AnswerverifiedShow Answer

Which one of the following can help determine the level of impact of a problem?

Correct AnswerverifiedShow Answer

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

Correct AnswerverifiedShow Answer

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

Correct AnswerverifiedShow Answer

Which of the following statements about communication within Service Operation are CORRECT? 1) All communication must have an intended purpose or resultant action 2) Communication should not take place without a clear audience

Correct AnswerverifiedShow Answer

In which of the following should details of a workaround be documented?

Correct AnswerverifiedShow Answer

Which of the following are Service Desk organizational structures? 1) Local Service Desk 2) Virtual Service Desk 3) IT Help Desk 4) Follow the Sun

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified