A Change leads to a modification of an IT element. Which of the following terms best describes the element being modified?
A. A developed application
B. A Configuration Item
C. A Service
D. A deployed infrastructure
What defines Service Quality'?
A. A series of activities that can be assessed in advance by a provider and customer
B. Achieving a 99.999% continuous level of availability
C. Meeting stated customer requirements and expectations
D. Providing a cost-effective service
What is the contribution of Availability Management to the Service Level Management process?
A. Availability Management provides information about the availability of the services being provided.
B. Availability Management acts in consultation with users to determine the availability of IT services.
C. Availability Management supplies data about the availability requirements of users.
D. Availability Management ensures that a Service Level Agreement (SLA) is available for all users.
What is an ISO/EC 20000 requirement relating to the service management plan?
A. It must be available in at least one hard copy and approved
B. It must include the documented procedures specified by the standard
C. It must include the scope of the organization's service management plan
D. It must never include any know-how of the organization
Which statement with regard to Information Security Management is true?
A. Information Security Management to specifically focus on managing Information Security effective within all information systems.
B. Management with appropriate authority shall approve an Information Security policy.
C. Security Incidents need to be reported and recorded immediately in line with the Problem Management procedure.
D. Security Incidents shall only be reported and recorded if they affect more than one user
Who or what should always be informed in case a release is rejected, delayed or cancelled?
A. Business relationship management
B. Change management
C. Incident management
D. The senior management representative
What is the objective of a Management System?
A. to define, agree, record and manage levels of services
B. to ensure that Key Performance Indicators (KPIs) are defined for all IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and services quality
D. to provide the policies and the framework that is needed for the effective management and implementation of all IT services
When can the building and testing of a Change begin?
A. As soon as the impact analysis has been discussed by the members of the Change Advisory Board
B. As soon as there is a correct network plan for the change
C. As soon as the Request for Change (RFC) has been formally authorized
D. As soon as the Request for Change (RFC) has been classified
What may define the scope of Service Management in the Service Management plan?
A. the location of the services
B. the number of staff
C. the size of the infrastructure
D. the specific processes undertaken
What is required to be in place for emergency changes?
A. Capacity plans
B. Controlled Acceptance Test environment
C. policies and procedures
D. Service Continuity Plans
