Dashboard My Courses AIS 02-19 Quizzes Quiz #3: Started On State Completed On Time Taken Marks Grade 30.00 100

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10/19/21, 1:33 PM Quiz #3: Attempt review

Dashboard My courses AIS 02-19 Quizzes Quiz #3

Started on Tuesday, 19 October 2021, 1:01 PM


State Finished
Completed on Tuesday, 19 October 2021, 1:33 PM
Time taken 31 mins 58 secs
Marks 23.00/23.00
Grade 30.00 out of 30.00 (100%)

Question 1
Correct

Mark 1.00 out of 1.00

What is the best definition of a problem?

a. The cause of one or more incidents


b. The result of a failed change

c. A fault that will require a change to resolve

d. An incident that the service desk does not know how to fix

Question 2
Correct

Mark 1.00 out of 1.00

Problem management can produce which of the following?

1. Known errors
2. Workarounds

3. Resolutions
4. RFCs

a. All of the above


b. 1 and 3

c. 1, 2, and 4

d. 1 and 4

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Question 3
Correct

Mark 1.00 out of 1.00

The request fulfillment process is suitable for which of the following?

a. Emergency requests for change, because the process will ensure a fast implementation

b. Common, low-risk requests with a documented fulfillment procedure


c. Only requests that have been approved by the CAB

d. All requests, including RFCs

Question 4
Correct

Mark 1.00 out of 1.00

Requests can be fulfilled by the following:


1. Service desk staff

2. Second-line staff
3. Service level manager
4. Business relationship manager

a. 1 and 3

b. All of the above

c. 2 and 3

d. 1 and 2

Question 5
Correct

Mark 1.00 out of 1.00

Which of the following could be defined as a service request?


1. “Is the service available at weekends?”

2. “How do I get training on this application?”


3. “I need this application changed to include a web interface”

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

d. All of the above

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Question 6
Correct

Mark 1.00 out of 1.00

Which of the following is the best description of a request?

a. The procurement process

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

Mark 1.00 out of 1.00

Which of the following are types of event monitoring?


1. Passive

2. Virtual
3. Active
4. Standard

a. All of the above

b. 1 and 2

c. 2, and 3

d. 1 and 3

Question 8
Correct

Mark 1.00 out of 1.00

Which of the following is the best description of an alert?

a. An unplanned interruption to a service

b. An event that notifies staff of a failure or that a threshold that has been breached

c. The unknown, underlying cause of one or more incidents

d. A change of state that has significance for the management of a configuration item

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Question 9
Correct

Mark 1.00 out of 1.00

Which of the following is the best description of access management?

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.

d. Access management is responsible for setting security policies.

Question 10
Correct

Mark 1.00 out of 1.00

Event management can be used to monitor which of the following?


1. Environmental conditions

2. System messages
3. Staff rosters
4. License use

a. All of the above

b. 1 and 2

c. 2, and 3

d. 1, 2, and 4

Question 11
Correct

Mark 1.00 out of 1.00

For which of these situations would automation by using event management not be appropriate?
1. Hierarchical escalation of incidents

2. Speeding up the processing of month-end sales figures


3. Notification of “intruder detected” to local police station

4. Running backups

a. All of the above

b. 2, and 3

c. 3 and 4

d. 1, 3, and 4

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Question 12
Correct

Mark 1.00 out of 1.00

Requests must be as follows:


1. Authorized by the CAB

2. Authorized by the budget holder when an expense will be incurred


3. Authorized by technical management

4. May be preauthorized

a. 1 and 3

b. 2 and 4

c. 2 only

d. 1 only

Question 13
Correct

Mark 1.00 out of 1.00

Problem  is an underlying cause of one or more incidents.

Question 14
Correct

Mark 1.00 out of 1.00

Problem mana  is the process that investigates the cause of incidents and, wherever possible, implements
a permanent solution to prevent recurrence.

Question 15
Correct

Mark 1.00 out of 1.00

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

Mark 1.00 out of 1.00

Event  is any change of state that has significance for the management of a configuration item (CI)
or IT service.

Question 17
Correct

Mark 5.00 out of 5.00

Match the description to the correct terminology.

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

The system will always be up during service hours.


Availability

Means that the data is kept safe from corruption or unauthorized Integrity
change.

Defines the security policies. information security management


Question 18
Correct

Mark 1.00 out of 1.00

Problem
management is an interesting optional activity to providing a consistent
service, in line with SLA
commitments.

Select one:
True

False 

Question 19
Correct

Mark 1.00 out of 1.00

Alert  is an event that notifies


staff of a failure or that a threshold has been breached.

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