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خذ اختبارات أخرى عبر الإنترنت
السؤال #1
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
عرض الإجابة
اجابة صحيحة: B
السؤال #2
Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?
A. mproved user satisfaction
B. ncident volume reduction
C. limination of lost incidents
D. ess disruption to both IT support staff and users
عرض الإجابة
اجابة صحيحة: B
السؤال #3
Which of the following is NOT a valid attribute of a hardware CI?
A. supplier's part number
B. he cost of the item
C. manufacturer's serial number
D. he number of items held
عرض الإجابة
اجابة صحيحة: D
السؤال #4
Which of the following definitions best describes the IT Infrastructure Library (ITIL)?
A. documented framework of proven best practices in Service Management
B. prescriptive process for managing Service Improvement Projects
C. methodology for supporting and delivering IT services
D. quality standard in managing customer relationships
عرض الإجابة
اجابة صحيحة: A
السؤال #5
Which of the following statements is INCORRECT?
A. AUrgent and non-urgent changes follow the same Change Management process
B. BHigh risk, urgent changes should be considered by the CAB Emergency Committee
C. CUrgent changes need not necessarily be reviewed, unless there is time to do so
D. DThe justification for urgent changes should always be based on sound business reasons
عرض الإجابة
اجابة صحيحة: C
السؤال #6
Why is it important to have a quality plan? (Choose two)
A. To ensure consistent product quality
B. To increase the marketing budget
C. To meet regulatory standards
D. To boost employee morale
عرض الإجابة
اجابة صحيحة: AC
السؤال #7
Which of the following would NOT be a performance measurement for the Service Level Management function?
A. What percentage of services are covered by SLAs?
B. Are service review meetings held on time and correctly minuted?
C. Are customer perceptions of service improving?
D. How many services are included within the CMDB?
عرض الإجابة
اجابة صحيحة: D
السؤال #8
Which of the following metrics would you most associate with the Service Desk?
A. The number of high priority incidents occurring
B. The support team which resolves the greatest number of problems
C. The number of problems solved in a day
D. The mean time between failure
عرض الإجابة
اجابة صحيحة: A
السؤال #9
Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?
A. Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs
B. Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving
C. Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance
D. Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them
عرض الإجابة
اجابة صحيحة: C
السؤال #10
What are key elements of maintaining a strong supplier relationship?
A. Regular communication and feedback
B. Constant price negotiations
C. Formal performance reviews
D. Complete reliance on verbal agreements
عرض الإجابة
اجابة صحيحة: AC
السؤال #11
Which of the following is NOT the responsibility of the Release Management process?
A. The physical aspects of software control
B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained
C. Helping to determine the software release policy
D. Distributing software
عرض الإجابة
اجابة صحيحة: B
السؤال #12
In what situation would incremental improvement be most appropriate? (Choose two)
A. When immediate, drastic change is needed
B. When fine-tuning existing processes
C. When minimizing risk is crucial
D. When overhauling the entire system
عرض الإجابة
اجابة صحيحة: BC
السؤال #13
Potential benefits from managing IT Service Continuity are: 1. Lower insurance premiums 2. Fulfilment of mandatory or regulatory requirements 3. Reduced business disruption in the event of a disaster 4. Better management of risk and the consequent reduction of the impact of failure
A. 2 and 4
B. 2, 3 and 4
C. All of them
D. 1, 2 and 4
عرض الإجابة
اجابة صحيحة: C
السؤال #14
The stages in the Incident Management process are:
A. ogging, allocation, classification, initial support, communication, resolution
B. ogging, initial support, detection, recording, classification, investigation, recovery and closure
C. etection, classification, investigation, recording, recovery, resolution and closure
D. etection, recording, classification, initial support, investigation, diagnosis, resolution, recovery and closure
عرض الإجابة
اجابة صحيحة: D
السؤال #15
At what point should capacity requirements of a proposed system be first considered?
A. ALeave it until the system is implemented and see if the system works O
B. BAs early as possible
C. CWhen the Development Manager has completed testing and passes the system toOperations for operational testing
D. DJust before the system goes live
عرض الإجابة
اجابة صحيحة: B
السؤال #16
Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process
A. AImproved user satisfaction
B. BIncident volume reduction
C. CElimination of lost incidents
D. DLess disruption to both IT support staff and users
عرض الإجابة
اجابة صحيحة: B
السؤال #17
With which of the following processes is Problem Management least likely to interface on a regular basis?
A. IT Financial Management
B. Change Management
C. Incident Management
D. Availability Management
عرض الإجابة
اجابة صحيحة: A
السؤال #18
Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services 2. IT Financial Management ensures that the IT department charges those who benefit from IT
A. nly 1
B. nly 2
C. either
D. and 2
عرض الإجابة
اجابة صحيحة: A
السؤال #19
Typically, the decision on what should be the lowest level of CI recorded is influenced mostly by:
A. he reliability of the CIs
B. he level at which components will be independently changed
C. he suitability of the available software to hold the information
D. he availability of spares for CIs
عرض الإجابة
اجابة صحيحة: B
السؤال #20
A service-based (rather than a customer-based) SLA:
A. Covers all services for a particular customer
B. Covers a set of similar services, for a single customer
C. Covers all services
D. Covers a single service, for all of the customers of that service
عرض الإجابة
اجابة صحيحة: D
السؤال #21
Why is it important to use customer satisfaction feedback to drive continuous improvement?
A. It helps identify areas for improvement
B. It increases customer loyalty and satisfaction
C. It ensures that the organization remains competitive
D. All of the above
عرض الإجابة
اجابة صحيحة: D
السؤال #22
Capacity Management is responsible for ensuring the capacity of the IT Infrastructure matches the evolving demands of the business in the most cost effective and timely manner. Which of the following is NOT part of this responsibility?
A. onitoring performance and throughput of individual IT components
B. uning systems to make most effective use of IT resources
C. urchasing resources for the IT Infrastructure
D. nfluencing customer behavior to optimize the use of IT resources
عرض الإجابة
اجابة صحيحة: C
السؤال #23
The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:
A. nitial testing, Education and Awareness and Assurance
B. ducation and Awareness, Review and Audit
C. rganization and Implementation Planning and Risk Reduction Measures
D. usiness Impact Analysis, Risk Assessment and Business Continuity Strategy
عرض الإجابة
اجابة صحيحة: D
السؤال #24
Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff
A. 1 and 3
B. All three of them
C. Only 1
D. 1 and 2
عرض الإجابة
اجابة صحيحة: A

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