Dashboard My Courses AIS 02-19 Quizzes Quiz #3: Started On State Completed On Time Taken Marks Grade 30.00 100
Dashboard My Courses AIS 02-19 Quizzes Quiz #3: Started On State Completed On Time Taken Marks Grade 30.00 100
Dashboard My Courses AIS 02-19 Quizzes Quiz #3: Started On State Completed On Time Taken Marks Grade 30.00 100
Question 1
Correct
d. An incident that the service desk does not know how to fix
Question 2
Correct
1. Known errors
2. Workarounds
3. Resolutions
4. RFCs
b. 1 and 3
c. 1, 2, and 4
d. 1 and 4
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Question 3
Correct
a. Emergency requests for change, because the process will ensure a fast implementation
Question 4
Correct
2. Second-line staff
3. Service level manager
4. Business relationship manager
a. 1 and 3
c. 2 and 3
d. 1 and 2
Question 5
Correct
4. “We have a new member of staff starting. Can you set them up on the system?”
a. 1, 2, and 4
b. 1, 2, and 3
c. 3 and 4
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Question 6
Correct
b. A request from a user for information, advice, or a standard change, or access to an IT service
c. An RFC
d. A standard change
Question 7
Correct
2. Virtual
3. Active
4. Standard
b. 1 and 2
c. 2, and 3
d. 1 and 3
Question 8
Correct
b. An event that notifies staff of a failure or that a threshold that has been breached
d. A change of state that has significance for the management of a configuration item
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Question 9
Correct
a. Access management grants authorized users the right to use a service, while preventing access to
nonauthorized users
b. Access management enables authorized access to services and data. Information security management
removes or prevents access to nonauthorized staff.
c. Access management decides what services users should have access to.
Question 10
Correct
2. System messages
3. Staff rosters
4. License use
b. 1 and 2
c. 2, and 3
d. 1, 2, and 4
Question 11
Correct
For which of these situations would automation by using event management not be appropriate?
1. Hierarchical escalation of incidents
4. Running backups
b. 2, and 3
c. 3 and 4
d. 1, 3, and 4
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Question 12
Correct
4. May be preauthorized
a. 1 and 3
b. 2 and 4
c. 2 only
d. 1 only
Question 13
Correct
Question 14
Correct
Problem mana is the process that investigates the cause of incidents and, wherever possible, implements
a permanent solution to prevent recurrence.
Question 15
Correct
When problem management has identified and documented the root cause and workaround, this information is
made available to support staff as a known error .
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Question 16
Correct
Event is any change of state that has significance for the management of a configuration item (CI)
or IT service.
Question 17
Correct
The process of granting authorized users the right to use a service while Access management
preventing access to nonauthorized users.
Means that only authorized users are able to see the data.
Confidentiality
Question 18
Correct
Problem
management is an interesting optional activity to providing a consistent
service, in line with SLA
commitments.
Select one:
True
False
Question 19
Correct
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