QUESTION NO: 21

Which ITIL process is responsible for determining the hardware necessary in orde
r to
support an application?
A.
B.
C.
D.

Capacity Management
Configuration Management
Change Management
Availability management

Answer: A

QUESTION NO: 22
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Which subject should be one of the standard items on the agenda of a meeting of
the
Change Advisor Board (CAB)?
A.
B.
C.
D.

The whishes of customers to implement changes

Ongoing or concluded changes
Reports from Service Level Management
The registration of changes

Answer: B

QUESTION NO: 23
Which of the following is a benefit of using ITIL?
A. That
B. That
C. That
ciently
D. That

it is finally possible to charge for IT services

the organization around the IT services can be set up faster
the quality and the costs of the IT services can be controlled more effi
the users can influence the IT organization providing the IT services

Answer: C

QUESTION NO: 24
What is the basis of the ITIL approach to Service Management?
A.
B.
C.
D.

Interrelated activities
Officals
Departments
IT resources

Answer: A

QUESTION NO: 25
Who decides the category of a change ?
A.
B.
C.
D.

The
The
The
The

service desk
change manager
problem manager
customer

Answer: B
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QUESTION NO: 26
Changes are divided into categories. What criteria defines a category for a chan
ge?
A.
B.
C.
D.

The
The
The
The

sequence in which the change is made

consequences of the change such as limited, substantial, significant etc
speed with which the change is made
Request for Change number that the change is assigned

Answer: B

QUESTION NO: 27
Which activity in the problem management process is responsible for generating r
equests
for change (RFCs)?
A.
B.
C.
D.

Error Control
Monitoring
Proactive Problem Management
Problem Analysis

Answer: A

QUESTION NO: 28
TestKing.com calls the service Desk and Reports that the system is slow. He asks
whether he can be given another PC like this colleague's, which is much faster.
Which
term is applicable to this situation?
A.
B.
C.
D.

Problem
Request For Change
Incident
Classification

Answer: C

QUESTION NO: 29
Which status is a problem assigned once its cause has been identified?
A. Request for Change (RFC)
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B. Known Error
C. Work-around
D. incident
Answer: B

QUESTION NO: 30
Who is responsible for tracking and monitoring an incident?
A.
B.
C.
D.

Problem
Service
Service
Problem

Answer: B

Manager
Desk
Level Manager
Management staff