ITIL Dump Itil It Service Management PDF

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1. Which of the following documents would help provide insight into the load o
development of the organization in the medium and long term?

A. Availability Plan
B. Capacity Plan
C. Service Level Agreement
D. Back-out Plan
Ans: B
2. Which process ensures that an interruption in the provision of services is di

possible?
A. Change Management

B. Incident Management
C. Problem Management
D. Service Level Management
Ans.B
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After a change, who is responsible
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security In Join mai
A. The Board of Management

B. The Change Manager
C. The Release Manager
D. The Security Manager
Ans : D
4. Which
date ? process is responsible for keeping the Configuration Management D
NIV, Holy Bible, NIV, Holy Bible, Cryptonomicon Contagious: Why Crossing the Everybody Lies:
eBook eBook, Red Lett… Things Catch On Chasm: Marketi… Big Data, New…
A. Change Management
B. Configuration Management
C. Incident Management
D. Release Management
Ans: B
5. What is purpose of a Post Implementation Review (PIR) of an implement C
A. to check whether the intended goal has been achieved

B. to be able to complete the change
C. to be able to implement new changes
D to determine hich problem are related to the change
D. to determine which problem are related to the change
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Ans:A
6. Error Control and trend analysis of incidents are activities of which proce
A. Availability Management

Ans : C
7. Which of the following is an example of a Configuration Item (CI)?
A. Service Catalog

B. Serial number
C. Location of a server
D. Supplier of an Underpinning Contract (UC)
Ans:A
8.What group will the Change Manager convene in case of a complex cha
infrastructure ?
A. the Change Advisory Board

B. the Management Team
C. the Problem Management
D. the Service Management
Ans: A
9. In Which of the following activities are the priority and the category of a Cha
A.
NIV, Holy Bible, accepting a Request
NIV, Holy Bible, for Change
Cryptonomicon (RFC)Why
Contagious: Crossing the Everybody Lies:
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C. planning a change
D. registering a Request for Change (RFC)
Ans : B
10.Which process is specifically responsible for preventing unauthorized acces
A. Capacity Management

B. IT Service Continuity Management
C. Security Management
Ans: C
11. Which Change Management activity indicates the priority and category of
Change (RFC)?
A. Classification
B. Coordination
C. Registration
D. Scheduling
Ans : A
12. Which of the following is a task of Configuration Management ?
A. monitoring the infrastructure capacity

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B. monitoring the software modules (Software Cls) Sign In Join
C. monitoring the relationships between Configuration items (Cls)

D. monitoring the status of changes
Ans: C
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13. One of the activities of Capacity Management involves making evaluations

regarding the hardware that is required to run a new or modified application. T
data about the performance levels that can be expected, the requisite hardwa
Which of the activities of Capacity Management is responsible for this?
A. Application Sizing

Application
B. Capacity Planning
C. Monitoring
D. Tuning
g

Ans: A
14. What data is recorded when an incident is reported to the Service Desk?
A. the name of

of the person
person reporting
reporting the incident
incident
B. the name of the person handling the Problem
C. the name of the person who approves the Request for Change (RFC)
D. the name of the person who are authorized to implement Changes in th
Management Database (CMDB) You're Reading a Preview
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Ans: A
OR
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15. When an IT service provider adopts and adapts ITIL? Best practices, whic
first 30 days are free.
greatest benefit ?
A. Work is carried
carried out using Continue
using a project-oriented for
project-oriented apprFree
approach.
oach.
B. There is a central Service Desk.
C. The organization is more customer- oriented
D. Work is carried out using a process-oriented approach
Ans : D
16 Which process focuses specifically on tracing or finding the cause of recur

documenting them?
A. IT Service Continuity Manageme

Management
nt
B. Know Error Management
Ans: C
17. Which information does Financial Management for IT Services extract from the Con
Management Database (CMDB)?
A. Which equipment

equipment is being
being used by whom
B. Where the equipment has been set up
C. Which software version is being used
NIV, Holy Bible,
D. NIV, Holy
Which Bible,
equipment Cryptonomicon
us Contagious: Why
causing incidents Crossing the Everybody Lies:
Ans: A
18. Which process includes developing a recovery plan?
A. IT Service Continuity Manageme

Management
nt
B. Problem Management
C. Capacity Management
D. Availability Management
Ans: A
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19. The incident report from the previous your
month documents
indicates thattothedownload.
average recovery per
hours.
OR
A. This means that incident
incident lasted an average
average of two
two hours during
during that month.
B. This means that in that month, a randomly selected incidentaccess.
Become a Scribd member for full Your
was remedied within
C. This means that it took an average of two firsthours
30 days are free.
before the service, after repairs,
available to the user.
D. This means that it took an average of two hours for the user to report the inciden
Desk.
Continue for Free

Ans: C
20. Which of the following is an activity of IT Service Continuity Management?
A. Analyzi
Analyzing ng the Service
Service Windows
Windows
B. Creating and maintaining recovery options
C Providing report on availability
C. Providing report on availability
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D. Guaranteeing  are continuouslyupdated
the Configuration items Sign In Join
Ans: B

21. What is Error Control responsible for in Problem Management?
A. Tracing problem

problem
B. Managing the known Errors
C. Finding the root cause of
of the problem
D. Implementing
Implementi ng a solution for the error.
Ans: B
22. The Definitive Software Library (DSL) and the Definitive Hardware Store (DHS)
when distributing software and hardware
Which process is responsible for keeping the DSL and the DHS up-to-date?
A. Capacity Management

Management
B. Computer installation and Acceptance
C. Configuration Management
Ans: D
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23. What is a known Error?

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A. a serious incident
incident that
that occurs
occurs often
B. a Problem that is resolved Become a Scribd member for full access. Your
first 30 days are free.
C. a Problem for which the cause is known and a Workaround ha been identified
D. a Problem that cannot be matched.
Continue for Free

Ans: C
24. Which process provides input to Change Management for estimating the impact
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A. NIV, Holy Bible,
Configurati
Configuration Cryptonomicon
on Management
Manage ment Contagious: Why Crossing the Everybody Lies:
Ans: A
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development of the organization in the medium and long term?

2. Which process ensures that an interruption in the provision of services is di

A. Change Management

A. The Board of Management

5. What is purpose of a Post Implementation Review (PIR) of an implement C

A. to check whether the intended goal has been achieved

A. Availability Management

7. Which of the following is an example of a Configuration Item (CI)?

A. Service Catalog

A. the Change Advisory Board

Related titles Search   Sign In Join

10.Which process is specifically responsible for preventing unauthorized acces

A. Capacity Management

12. Which of the following is a task of Configuration Management ?

A. monitoring the infrastructure capacity

C. monitoring the relationships between Configuration items (Cls)

You're reading a preview 

Unlock full access (pages 4-31) by

13. One of the activities of Capacity Management involves making evaluations

Which of the activities of Capacity Management is responsible for this?

A. Application Sizing

Related titles Search   Sign In Join

A. the name of

Become a Scribd member for full access. Your

16 Which process focuses specifically on tracing or finding the cause of recur

A. IT Service Continuity Manageme

Related titles Search   Sign In Join

A. Which equipment

18. Which process includes developing a recovery plan?

A. IT Service Continuity Manageme

Continue for Free

20. Which of the following is an activity of IT Service Continuity Management?

A. Tracing problem

A. Capacity Management

23. What is a known Error?

Continue for Free

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