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Staff? A B C D
Which of the following lists best describes the key attributes needed by the Service Desk Good interpersonal skills; tenacious; technically astute; firm Business aware; articulate; methodical; tolerant; good interpersonal skills Logical; methodical; tenacious; forthright; analytical Well presented; technical specialists; numerate; good interpersonal skills Which incidents should be logged by the Service Desk? Only incidents not resolved at logging Only incidents from bona fide customers All incidents except simple enquiries All incidents
A B C D
Consider the following metrics: 1 Number of incidents closed on without onward referral 2 Number of incidents correctly categorised at logging 3 Number of hardware faults reported Which of the above are valid performance indicators for the Service Desk? A All three B 1&2 C 1&3 D 2&3 Incident mgt Restoring services is a PRIMARY objective of Incident Management ALL calls should be logged Incident - Problem - Known Error – Change Exam Ques
Salesmen are able to use their laptops from hotels to obtain information on travel routes and travelling times. On several occasions they have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this fault has been identified. Which processes other than Incident Management are involved in achieving a structural solution? A Change, Configuration, Release & Problem Management B Only Configuration, Problem & Release Management C Only Change & Release Management D Only Change, Release & Configuration Management E Only Problem & Release Management
A trend analysis of incident data that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents? A A presentation to the board of directors to explain the importance of Problem Management
apparently due to a number of related hardware incidents. The change involved extending the “stock number” field by two positions. are directly introduced as Changes C The errors are reported as Incidents to the Service Desk and after some research they are identified as Known Errors. This is probably due to an incorrect change in the software. handled by Change Management as a Request for Change with the status of ‘urgent change’ B The errors are reported as problems at the Service Desk and because manufacturing is involved. The situation needs to be corrected very quickly to avoid affecting manufacturing. a Problem is not There is no real difference between a Problem and a Known Error In the case of a Known Error there is a fault in the IT infrastructure. who is responsible for ensuring the cause is investigated? A The Incident Manager B The Capacity Manager C The Problem Manager D The Availability Manager Problem mgt Unknown Underlying cause Root Cause with workaround Error Control Problem Control Exam ques • A B C is not D What is the difference between a Problem and a Known Error? A Known Error is always the result of an incident. After the cause of the error has been established and a temporary workaround found. with a Problem there In the case of a Known Error the underlying cause of the Problem is known • A company has received messages concerning errors in the daily batch run which handles the ordering of raw materials for the manufacturing process. What is the best possible solution to be adopted by Problem Management when handling the error? A The errors are reported and because the underlying cause is known. it is labelled as a Known Error that can be corrected by raising a Request for Change Config mgt . This change was also introduced in a monthly program that has not yet been run. which can then be changed D The errors are reported as Incidents and a Problem is identified.B C D Implementation of the Problem Management process The selection of an appropriate tool to log all incident data more accurately The introduction of a single Service Desk number so customers know who to contact Which of the following data is least likely to be used in the incident control process? Incident category Make/model of faulty item Impact code Cost of faulty item • A B C D • If a customer complains that service levels are below those agreed in the SLA.
Which of the items below would NOT normally be regarded as a CI? A A user name B A video monitor (SW) C A bought-in software package (HW) D A procedure (DOC) • What is the main difference between a CMDB (Configuration Management Database) and a typical asset register? A A CMDB is a computerised system – most asset registers are not B There is no difference C Only hardware and software is recorded in a CMDB D A CMDB is a database that shows the relationships between items • 1. under repair.g.2. 3. 4. 5.4 & 5 . Keyboard CI may have French and English variants Exam ques • What information does Configuration Mgt provide to the IT management of an organisation? A Variations from agreed service levels (IM) B Time spent on investigation and diagnosis by each support group (IM) C Number of incidents and problems per category (IM) D Details and history of the IT infrastructure • A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). delivered.The key to configuration management is that it identifies RELATIONSHIPS between CI’s Configuration Activities Planning Identification of Configuration item (CI) Control Status Accounting (ordered.4 & 5 1. installed. 2. retired) Verification & Audit Configuration Management Database Hardware Software Documentation Processes and Procedures Technical Documentation Organisational Charts / Diagrams IT Staff All CI’s have a number of ATTRIBUTES CIS’s ALWAYS have Unique ID and CI Type ID attributes Base Level lowest level a CI is uniquely identified Baseline = Snapshot of CMDB structure and detail CI Variant is an additional CI attribute e.tested. A B Which of the following can be regarded as CIs? Hardware Documentation Staff (NOT USERS) Software Network components 1.
Which one of .C D 1&4 All of them Change Mgt Basic and Urgent Change Control Process Change is associated with RISK CAB Members • Problem Manager • Change Manager • Customer Representatives Exam ques • When can the building. testing and implementation of a change begin? A If it is urgent. Which statement most closely describes the DHS? A A DHS is a number of physical locations where baselines are stored B Before setting up a DHS a tool should first be purchased for releasing the hardware into the environment C A DHS is an area set aside for the secure storage of definitive hardware spares D A DHS is a database in which all definitive hardware Configuration Items are recorded • The words Delta. as soon as the Request for Change has been classified B As soon as there is a back-out plan for the change C As soon as the impact analysis has been discussed by the members of the Change Advisory Board D As soon as the Request for Change has been formally authorised • A B C D How frequently should CAB/EC meeting be held? Daily Monthly Weekly As required Consider the following statements: 1 Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes 2 Change Management controls all aspects of the change process Which of these statements is true? A 1 B Neither of them C 2 D Both of them Release Mgt Release is associated with ROLLOUT Urgent Software releases do not require FULL testing Exam Ques • One of Release Management’s tasks is to set up a DHS. Full and Package describe different types of release.
A student needs an existing set of programs that can be configured for the particular course that the student is following. Direct cost can be traced in full to a product or service. They can then check their results on their PCs. Exam ques • Without a good Accounting System you cannot: 1. cost centre or department because it has been apportioned. Recover costs related to usage.2 & 3 . cost centre or department e.these following statements is true? A A Package release contains hardware and software B Urgent changes are always Delta releases C A Delta release is only ever part of a Package release D A Full release releases the ‘normal release unit’ into the live environment • Students at a college can send in their course work from their home PC via the telephone Network. Which process is responsible for the correct configuring and transmission of the programs? A Release Management B Change Management C Configuration Management D Network Management SLA Mgt Negotiate and Agree Exam ques • 1 2 3 4 A B C D Fin Mgt Which of the following are direct advantages of entering into Service Level Agreements? The expectations of both the IT customer and the provider should be aligned Fewer incidents will occur Unambiguous measurements of service provision will be provided The number of changes that have to be backed out will decrease 2&4 1&2 3&4 1&3 ABC of Finance Accounting (MAN) Budgeting (MAN) Charging (OPT) You must have a cost model before you can charge Charging shows Total Cost of Ownership THE SPA – Cost Types Overhead or indirect cost total cost of indirect materials wages and expenses. Wages Indirect Cost cannot be traced directly in full to product or service. Judge the efficiency of Problem Management 3. should you wish Which of the above is true? A 1.g. Know the full cost of services provided 2.
. conditions over a certain period of time 1. Negotiating availability levels with customers Which of these is correct? A Only 2 & 3 B Only 1 & 2 C 1. • Which of the following is NOT the concern of IT Financial Management? A Telephone charges B Invoicing C Differential Charging (High and Low Tariffs) – Demand Management Method used in CAPACITY MANAGEMENT D Reviewing IT service quality • Which of the following statements on IT Financial Management is correct? A An IT Financial Manager identifies the costs incurred by IT and might propose prices for the services supplied B In order to set up Budgeting and Accounting. Integrity and Availability) Exam ques • Availability Management is responsible for ………. SLA’s and OLA’s need to have been agreed C It is only possible to be cost conscious if the customer is charged for services (hinting at TCO) D IT Financial Management must agree charges with the customer before establishing a Cost Model (Cost Model comes before charging) Avail Mgt Remember the ABILITY RELIABILITY MAINTAINABILITY SERVICEABILITY But NOT VULNERABIILITY (ITSCM) CIA (Confidentiality. Understanding the reliability of components to carry out a required function under given 2.B 1 & 3 only C 1 & 2 only Note! The question is asking you is 2 or 3 correct as 1 appears in all answers and must be correct. 2 & 3 D Only 1 & 3 Note ! 1 is definitely correct and 3 is definitely wrong (SLM) 2 is disguised!!!! • Percentage availability is calculated as: A DT * 100 C (AST – DT) * 100 ---------------------------------AST AST . The ease with which maintenance (Maintainability) of service components can be carried out 3.
what do the letters CIA stand for? Component Impact Analysis (ITSCM) Confidentiality.. Why is Application Sizing Important? A The availability of an IT service can be measured (AM) B The use of an IT application can be controlled C The maintenance of technical skills is important to application developers D The resources needed (RCM) for an application and its performance can be predicted (BCM) • A B C D Differential Charging is a technique used in ………. Integrity.B AST * 100 D AST --------------------------------DT (AST – DT) * 100 Note! It just is – Remember it! Treat it as a gift (100 – 20) * 100 -----------= 80% 100 • A B C D In Availability Management terms. FTA (Fault Tree Analysis – ITSCM) Status Accounting (Configuration Management) Demand Management (Capacity Management – Varying Tariffs) CRAMM (ITSCM – Risk Analysis) . Availability Configuration Item Availability Central Intelligence Agency (A contradiction in terms) • Managing service availability is now more important than ever because …… A The dependence (Reliability – prevention of failure) of customers on their IT has grown B System Management tools can now provide much more real time performance management information C More IT systems are outsourced D More service providers now have Service Level Agreements with their customers Capacity mgt Business Capacity Management .future business requirements Service Capacity Management – current service delivery Resource Capacity Management – underlying resource components Demand Management – Differential Charging • Modelling • Tuning • Analytical • Simulation • Baseline (what if?) Application sizing There are capacity threshold that generate alerts! Exam ques • Application Sizing is a technique used by Capacity Management.
fully equipped with all the required hardware. support staff. system manuals • A B C D Which of the following would you NOT expect to see in an IT Service Continuity Plan? Contact lists The version number Reference to change control procedures Full Service Level Agreements (SLM) . Within the ITIL definition. water. The intermediate recovery external option is often shared between multiple customers and in the event of a disaster may not be available due to over-subscription A Both B Neither C Only 1 D Only 2 • Your organisation has just entered into a Gradual Recovery (Cold Standby) IT service Continuity Agreement. The intermediate recovery external option offers a remote installation. which of the following lists is INCORRECT for what you could find at the contingency site? A A building. electricity. support staff. fire etc The impact (EFFECT) upon customers’ businesses Consider the following statements about IT Service Continuity Planning: • 1. water C A building. telecommunications equipment. telecommunications equipment. telecommunications equipment. system manuals. whether flood.Service Cont Mgt Know the Disaster Recovery options Exam ques • A B C D In relation to IT Service Continuity Planning. support staff. a computer. documentation D A building. the severity of a disaster depends upon: The time of day it occurs How many people are available to assist in recovery The type of disaster. electricity. office space for technical staff B Stand-by generator. communications and environmental control equipment 2. software.
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