How does Problem Management work with Change Management?
A. By installing changes to fix problems
B. By negotiating with Incident Management for changes in IT for Problem resolution
C. By issuing RFCs for permanent solutions
D. By working with users to change their IT configurations
Which of the following is NOT an aim of the Change Management process?
A. Overall business risk is optimized
B. Standardized methods and procedures are used for efficient and prompt handling of all Changes
C. All budgets and expenditures are accounted for
D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
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
A. Both of the above
B. Neither of the above
C. 2 only
D. 1 only
Service Acceptance criteria are used to?
A. Ensure the design stage of the Lifecycle
B. Ensure Portfolio Management is in place
C. Ensure delivery and support of a service
D. Ensure service Key Performance Indicators (KPIs) are reported
What is the entry point or the first level of the V model?
A. Service Solution
B. Customer / Business Needs
C. Service Release
D. Service Requirements
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
A. Whether to buy an application or build it
B. Should application development be outsourced
C. Who the vendor of the storage devices will be
D. Where the vendor of an application is located
The MAIN purpose of the Service Portfolio is to describe services in terms of?
A. Business Value
B. Functionality
C. IT Assets
D. Service Level Requirements
Which of the following statements is CORRECT?
A. The CMS is part of the Configuration Management Data Base (CMDB)
B. The KEDB and the CMS form part of the larger SKMS
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through 1st and 2nd line
B. Only manage Incidents effectively through the 1st line
C. Only manage Incidents effectively at the 3rd line
D. Manage Incidents effectively through 1st, 2nd and 3rd line
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager
