DumpExam 4

(40 questions) 1 Which ITIL process or function deals with issues and questions about the use of services, raised by end users !" &" (" *" !vailability #ana$e%ent 'ervice Level #ana$e%ent )roble% #ana$e%ent 'ervice *es+

, What is the difference between a -nown .rror and a )roble% !" The underlyin$ cause of a -nown .rror is +nown/ the underlyin$ cause of a )roble% is not +nown" &" ! -nown .rror involves an error in the IT infrastructure/ a )roble% does not involve such an error" (" ! -nown .rror always ori$inates fro% an Incident/ this is not always the case with a )roble%"

*" With a )roble%, the relevant (onfi$uration Ite%s have been identified/ this is not the case with a -nown .rror"

0 Who coordinates the production of the 1orward 'chedule of (han$es (1'() !" &" (" *" (han$e #ana$er (han$e !dvisory &oard ((!&) 2elease #ana$er IT #ana$e%ent

4 Within an or$ani3ation, who is authori3ed to establish an a$ree%ent with the IT depart%ent, concernin$ IT 'ervices

!" &" (" *"

the 'ervice Level #ana$er the user of the IT resources the ITIL process owner the custo%er of the IT depart%ent

4 Where are require%ents that influence capacity , recorded !" &" (" *" (apacity )lan 'ervice I%prove%ent )ro$ra% 'ervice 5uality )lan 'ervice Level 2equire%ents

6 When a new version of a software pac+a$e is installed in a des+top or client7server environ%ent, it can affect other software pac+a$es already in that environ%ent" 'o%eti%es, these other software pac+a$es need to be installed a$ain" When installin$ new software, which ITIL process %onitors whether other software %ust be reinstalled and tested !" &" (" *" (han$e #ana$e%ent IT 'ervice (ontinuity #ana$e%ent )roble% #ana$e%ent 2elease #ana$e%ent

8 The !vailability #ana$er wants to +now the trend re$ardin$ the recovery of IT co%ponents" 1ro% which process or function would he7she request the necessary infor%ation !" &" (" *" 'ervice *es+ 2elease #ana$e%ent (onfi$uration #ana$e%ent 'ervice Level #ana$e%ent

9 Which ter% %eans that an incident has departed fro% the nor%al service level !" &" (" *" .scalation I%pact )riority :r$ency

; )roble% (ontrol is a sub<process of )roble% #ana$e%ent" The first activity of )roble% (ontrol is to identify and record proble%s" What is the first step to be ta+en in identifyin$ a proble% !" &" (" *" analy3e all e=istin$ incidents classify and prioriti3e proble%s solve proble%s provide %ana$e%ent infor%ation

10 Which one of the followin$ is the direct responsibility of (han$e #ana$e%ent to report on a re$ular basis, say %onthly !" nu%ber of 2equests for (han$e (21(s) re$istered in the (onfi$uration #ana$e%ent *atabase ((#*&) durin$ the %easurin$ period &" nu%ber of (han$es raised by )roble% #ana$e%ent durin$ the %easurin$ period

(" nu%ber of approved 21(s that had their i%ple%entation schedule delayed durin$ the %easurin$ period *" incorrectly re$istered (onfi$uration Ite%s ((Is) found durin$ the %easurin$ period

11 1ro% which data repository can statistical infor%ation be e=tracted to $ain an insi$ht into the structure and co%position of the IT infrastructure !" the (apacity *atabase ((*&)

&" (" *"

the (onfi$uration #ana$e%ent *atabase ((#*&) the *efinitive >ardware 'tore (*>') the *efinitive 'oftware Library (*'L)

1, What is another ter% for :pti%e !" &" (" *" #ean Ti%e &etween 1ailures (#T&1) #ean Ti%e To 2epair (#TT2) #ean Ti%e &etween 'yste% Incidents (#T&'I) 2elationship between #T&1 and #T&'I

10 Which of the followin$ is an activity of IT 'ervice (ontinuity #ana$e%ent !" &" (" *" infor%in$ end users of a syste% failure docu%entin$ the fallbac+ arran$e%ents reportin$ re$ardin$ availability $uaranteein$ that the (onfi$uration Ite%s are constantly +ept up<to<date

14 What is the definition of (onfidentiality within the 'ecurity #ana$e%ent process !" &" (" *" protection of the data a$ainst unauthori3ed access and use ability to access data at any %o%ent the capability to verify that the data is correct the correctness of the data

14 What is usually not an activity of the 'ervice *es+

!" &" (" *"

handlin$ (standard) 2equests 1or (han$e handlin$ co%plaints about the services of the IT or$ani3ation deter%inin$ the root cause of incidents providin$ infor%ation on products and services

16 Which of the followin$ docu%ents is an output of one of the tactical processes !" &" user %anual for an application newsletter fro% the 'ervice *es+ about an application

(" discussion about a 2equest for (han$e (21() for e=pansion of an application with the person who sub%itted the 21( *" a$ree%ents on the availability percenta$e of an application

18 !n end<user?s )( crashes" This is not the first ti%e that he has had proble%s with his )(" It also crashed three %onths a$o" The user reports the crash to the 'ervice *es+" What type of record should be created for the user?s call !" &" (" *" an Incident a -nown .rror a )roble% a 2equest for (han$e

19 Which of the followin$ is an e=a%ple of a 'ervice 2equest !" &" (" *" a co%plaint about the provision of services an error report a request for relocation of equip%ent a request for docu%entation

1; What is an activity within the area of )roactive )roble% #ana$e%ent !" handlin$ 2equests for (han$e &" (" *" perfor%in$ trend analyses and identifyin$ potential incidents and proble%s followin$ up on all incidents and disruptions %ini%i3in$ the disruption to services resultin$ fro% (han$es to the IT environ%ent

,0 Which ITIL process or function %a+es the %ost i%portant and %ost frequent substantive contribution to +eepin$ the (onfi$uration #ana$e%ent *atabase ((#*&) up to date !" &" (" *" (han$e #ana$e%ent 'ervice *es+ Incident #ana$e%ent )roble% #ana$e%ent

,1 @ne of the activities of (onfi$uration #ana$e%ent is (ontrol"

What does this activity entail !" updatin$ chan$es to (onfi$uration Ite%s ((Is) and their relationships in the (onfi$uration #ana$e%ent *atabase ((#*&) &" verifyin$ that the (Is and their attributes are specified correctly in the (onfi$uration #ana$e%ent *atabase ((#*&) (" *" installin$ all new (Is and their attributes correctly in the operatin$ environ%ent %a+in$ an inventory and baseline of all (Is and their attributes in the operatin$ environ%ent

,, Which activity is part of the !vailability #ana$e%ent process

!" &" (" *"

classifyin$ 2equests 1or (han$e definin$ the i%pact code for incidents identifyin$ proble%s with the availability of IT 'ervices %easurin$ the availability of IT 'ervices

,0 In which ITIL process are rates for IT services ne$otiated with custo%ers !" &" (" *" !vailability #ana$e%ent (apacity #ana$e%ent 1inancial #ana$e%ent for IT 'ervices 'ervice Level #ana$e%ent

,4 Which attribute in the (onfi$uration #ana$e%ent *atabase ((#*&) would help to ascertain which (onfi$uration Ite%s are in %aintenance at a particular %o%ent in ti%e !" &" (" *" purchase date owner location status

,4 Which of the followin$ %ust be individually and uniquely authori3ed by (han$e #ana$e%ent before any action can ta+e place !" &" (" *" re$ular data entry fro% :sers into a database chan$in$ a password for a :ser addin$ a new :ser to the hu%an resources syste% %ovin$ a networ+ed printer to a new location

,6 There have been two incidents on a server" It appears that the server is overloaded due to its %ultiple connections" What +ind of action should Incident #ana$e%ent ta+e in this instance !" !s+ (apacity #ana$e%ent to e=pand the (apacity of the server" &" (" *" !s+ )roble% #ana$e%ent to loo+ into the )roble% ri$ht away" !s+ 'ecurity #ana$e%ent to chec+ whether too %any authori3ations %ay have been issued" !s+ 'ervice Level #ana$e%ent to revise the 'ervice Level !$ree%ents ('L!s)"

,8 Which ITIL process includes the %atchin$ of incidents with +nown (docu%ented) solutions as one of its activities !" &" (" *" (han$e #ana$e%ent Incident #ana$e%ent )roble% #ana$e%ent (onfi$uration #ana$e%ent

,9 When the cause of a )roble% is +nown, what status is $iven to the )roble% !" &" (" *" the status ?Incident? the status ?-nown .rror? the status ?'olved? the status ?2equest 1or (han$e?

,; !fter a (han$e has been i%ple%ented, an evaluation is perfor%ed"

What is this evaluation called !" 1orward 'chedule of (han$es (1'()

&" (" *"

)ost I%ple%entation 2eview ()I2) 'ervice I%prove%ent )ro$ra%%e ('I)) 'ervice Level 2equire%ent ('L2)

00 *ue to a defect, a user?s sound card is replaced with a new one, %ade by a different %anufacturer" Which ITIL process is responsible for re$isterin$ the new sound card !" (han$e #ana$e%ent &" (" *" (onfi$uration #ana$e%ent Incident #ana$e%ent )roble% #ana$e%ent

01 Where are the contents of software releases %aintained !" &" (" *" (apacity *atabase ((*&) (onfi$uration #ana$e%ent *atabase ((#*&) *efinitive >ardware 'tore (*>') *efinitive 'oftware Library (*'L)

0, Which of the followin$ is included in a 'ervice Level !$ree%ent ('L!) !" arran$e%ents about the services to be provided &" (" *" availability statistics for the previous period an action plan for settin$ up the 'ervice Level #ana$e%ent process detailed technical descriptions of a networ+ protocol

00 Which ITIL process ensures that the IT 'ervices are restored as soon as possible in the case of a disruption !" (han$e #ana$e%ent

&" (" *"

Incident #ana$e%ent )roble% #ana$e%ent 'ervice Level #ana$e%ent

04 Which infor%ation does the A1inancial #ana$e%ent for IT 'ervicesA process deliver to 'ervice Level #ana$e%ent !" &" (" *" the availability of the IT services in a specific period the costs of the 1inancial #ana$e%ent syste% the total costs of networ+ %ana$e%ent how %uch has been spent on IT services per client

04 What is the responsibility of the 'ecurity #ana$er when a new 'ervice Level !$ree%ent ('L!) is created !" &" (" *" translatin$ the 'ervice Level 2equire%ents for data security deter%inin$ the 'ecurity &aseline in the 'ervice (atalo$ue providin$ $uidelines for the 'ecurity section of the 'L! reportin$ on the technical availability of security co%ponents

06 Which ITIL process is responsible for control and %ana$e%ent of the i%ple%entation of a new software release !" &" (" *" (han$e #ana$e%ent (onfi$uration #ana$e%ent 2elease #ana$e%ent 'ervice Level #ana$e%ent

08 Which ITIL process deter%ines relevant counter %easures based on an analysis of threats and

dependencies concernin$ IT 'ervices !" &" (" *" !vailability #ana$e%ent IT 'ervice (ontinuity #ana$e%ent )roble% #ana$e%ent 'ervice Level #ana$e%ent

09 Which (apacity #ana$e%ent activity can be used to influence the usa$e of co%putin$ resources !" &" (" *" !pplication 'i3in$ *e%and #ana$e%ent #odelin$ Tunin$

0; Which ITIL process is responsible for developin$ a char$in$ syste% !" #ana$e%ent &" (" *" (apacity #ana$e%ent 1inancial #ana$e%ent for IT 'ervices 'ervice Level #ana$e%ent

!vailability

40 What is IT 'ervice #ana$e%ent !" &" effectively and efficiently %ana$in$ the quality of the IT 'ervices or$ani3in$ the %ana$e%ent of the IT infrastructure accordin$ to the best practices of ITIL

(" %ana$in$ the IT infrastructure in a process<oriented way so that the IT or$ani3ation can provide the custo%er with IT products in a professional way *" pro%otin$ an understandin$ of IT 'ervices a%on$ a wider audience

ANSWERS: 1<D Correct. Dealing with questions about the use or issues with services is the task of the Service Desk. 2-A Correct. An underlying cause will be identified when a Problem is being investigated. his results in a !nown "rror. #-A Correct. he Change $anager is the only %erson who can assume ultimate res%onsibility for the &SC. '-D Correct. he customer of the ( de%artment is authori)ed to establish an agreement with the ( de%artment* concerning the ( Services he or she may %urchase. +-D ,equirements are laid down in the Service -evel ,equirements* which form the basis for designing* develo%ing and constructing the service to be able in the end to safeguard the S-A. .-A Change $anagement ensures that the risks associated with a Change are assessed and ke%t to a minimum. /-C Data %ertaining to the failure rate* duration* etc. can be retrieved from the C$D0 as incidents can be linked to C( records. 1-0 he (m%act is the degree to which the incident leads to a de%arture from the normal service level. 2-A Analysis of all e3isting incidents is the first activity of Problem $anagement in the Problem Control sub%rocess. 45-C his is the res%onsibility of Change $anagement to re%ort all e3ce%tions to the Change schedule. 44-0 he Configuration $anagement Database 6C$D07 contains a record of the entire ( infrastructure and its interrelationshi%s. 42-A 4#-0 4'-A Protection of the data against unauthori)ed access and use is the definition of Confidentiality as used in the Security $anagement %rocess. 4+-C Determining the root cause of incidents is an activity of Problem $anagement. 4.-D Agreements on the availability %ercentage needed of an a%%lication are made in the Service -evel $anagement %rocess* a tactical %rocess. 4/-A his is an (ncident. 41-D A request from a user for information* advice* documentation or a new %assword* for e3am%le* is a Service ,equest. 42-0 Proactive Problem $anagement concerns itself with trend analysis and identifying %otential incidents and %roblems. 25-A Change $anagement continuously im%lements changes in the ( infrastructure and is res%onsible for directing changes in the C( registration. 24-A 22-D (n addition to re%orting* measurement is the most im%ortant activity in the Availability $anagement %rocess. he measurement and re%orting activities create the basis for verifying service agreements* removing %roblem situations and formulating %ro%osals for im%rovement. 2#-D 8ne of the activities of Service -evel $anagement is 9drawing u% and negotiating the agreement9. Part of this activity involves negotiating on the desired level of services in relation to the costs. Pricing information is recorded in a

Service -evel Agreement 6S-A7. 2'-D Selecting on status 9in maintenance9* all C(s in maintenance should be shown. 2+-D $oving a networked %rinter is a Change* because the attribute of the location for this Printer-C( is changed. (n addition* the change of the location of this %rinter can have a certain im%act on the way the ( infrastructure functions. As such* the im%act of this change should be assessed* understood * and authori)ed. hus* it should be under the control of Change $anagement. 2.-0 he first ste% is to find out the real cause of the incidents. (t is the res%onsibility of the Problem $anager to initiate and monitor this. 8nce it is clear that a lack of ca%acity is the cause* then several o%tions can be considered. 2/-0 $atching is an activity that is %art of the (ncident $anagement ( (- %rocess. 21-0 (f the cause of the Problem is known* it gets the status !nown "rror. 22-0 #5-0 Configuration $anagement registers new Configuration (tems 6C(s7 in the Configuration $anagement Database 6C$D07. #4-D he contents of software releases are maintained in the DS-. #2-A ##-0 Disru%tions 6(ncidents7 are re%orted through (ncident $anagement. (ncident $anagement tries to resolve the disru%tions as soon as %ossible. #'-D his is one of the cost-related items that are re%orted to Service -evel $anagement. #+-C he actual e3ecution of this activity is the res%onsibility of Security $anagement. #.-A Control and management of the distribution of releases are the res%onsibility of Change $anagement. #/-0 ( Service Continuity $anagement analy)es the threats and de%endencies and determines the relevant countermeasures. #1-0 Demand $anagement is the management of ca%acity demands. #2-C '5-A