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Q71. Which one of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database
Answer: C
Q72. Service transition contains detailed descriptions of which processes?
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
Answer: A
Q73. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
A. Data
B. Information
C. Knowledge
D. Governance
Answer: C
Q74. Which of the following processes are performed by the service desk?
1.
Capacity management
2.
Request fulfillment
3.
Demand management
4.
Incident management
A. All of the above
B. 3 and 4 only
C. 2 and 4 only
D. 2 only
Answer: C
Q75. 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
A. All of the above
B. 1 and 2only
C. 2 and 3 only
D. 1 and 3 only
Answer: A
Q76. Which of the following are managed by facilities management?
1. Hardware within a data centre or computer room
2. Applications
3. Power and cooling equipment
4. Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C
Q77. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
A. Serviceability
B. Availability
C. Capacity
D. Continuity
Answer: B
Q78. Which of these should a change model include?
1.
The steps that should be taken to handle the change
2.
Responsibilities; who should do what, including escalation
3.
Timescales and thresholds for completion of the actions
4.
Complaints procedures
A. 1, 2 and 3 only
B. All of the above
C. 1 and 3 only
D. 2 and 4 only
Answer: A
Q79. Which process will regularly anal0yse incident data to identify discernible trends?
A. Service level management
B. Problem management
C. C0hange management
D. Event management
Answer: B
Q80. Which processes are responsible for the regular review of underpinning contracts?
A. Supplier management and service level management
B. Supplier management and change management
C. Availability management and service level management
D. Supplier management and availability management
Answer: A