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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 anerror"

" ! -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 witha -nown .rror"

Who coordinates the production of the orward 'chedule of han$es (')

!" 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

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!" the 'ervice Level #ana$er

&" the user of the IT resources

" the ITIL process owner

*" the custo%er of the IT depart%ent

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$e is installed in a des+top or client7server environ%ent, itcan affect other software pac+a$es already in that environ%ent" 'o%eti%es, these other softwarepac+a$es need to be installed a$ain" When installin$ new software, which ITIL process %onitorswhether 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" ro%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

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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

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&" 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 ailures (#T&)

&" #ean Ti%e To 2epair (#TT2)

" #ean Ti%e &etween 'yste% Incidents (#T&'I)

*" 2elationship between #T& and #T&'I

1 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

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!" handlin$ (standard) 2equests or 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 (2) for e=pansion of an application with the personwho sub%itted the 2

*" a$ree%ents on the availability percenta$e of an application

18 !n end

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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 substantivecontribution 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

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!" classifyin$ 2equests or han$e

&" definin$ the i%pact code for incidents

" identifyin$ proble%s with the availability of IT 'ervices

*" %easurin$ the availability of IT 'ervices

In which ITIL process are rates for IT services ne$otiated with custo%ers

!" !vailability #ana$e%ent

&" apacity #ana$e%ent

" inancial #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 ascertainwhich onfi$uration Ite%s are in %aintenance at a particular %o%ent in ti%e

!" purchase date

&" owner

" location

*" status

Which of the followin$ %ust be individually and uniquely authori3ed by han$e #ana$e%entbefore 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

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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 oneof 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 or han$e?

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

What is this evaluation called

!" orward 'chedule of han$es (')

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&" ost I%ple%entation 2eview (I2)

" 'ervice I%prove%ent ro$ra%%e ('I)

*" 'ervice Level 2equire%ent ('L2)

0 *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

1 Where are the contents of software releases %aintained

!" apacity *atabase (*&)

&" onfi$uration #ana$e%ent *atabase (#*&)

" *efinitive >ardware 'tore (*>')

*" *efinitive 'oftware Library (*'L)

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

Which ITIL process ensures that the IT 'ervices are restored as soon as possible in the case of adisruption

!" han$e #ana$e%ent

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&" Incident #ana$e%ent

" roble% #ana$e%ent

*" 'ervice Level #ana$e%ent

4 Which infor%ation does the Ainancial #ana$e%ent for IT 'ervicesA process deliver to 'erviceLevel #ana$e%ent

!" the availability of the IT services in a specific period

&" the costs of the inancial #ana$e%ent syste%

" the total costs of networ+ %ana$e%ent

*" how %uch has been spent on IT services per client

What is the responsibility of the 'ecurity #ana$er when a new 'ervice Level !$ree%ent ('L!) iscreated

!" 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

6 Which ITIL process is responsible for control and %ana$e%ent of the i%ple%entation of a newsoftware release

!" han$e #ana$e%ent

&" onfi$uration #ana$e%ent

" 2elease #ana$e%ent

*" 'ervice Level #ana$e%ent

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

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dependencies concernin$ IT 'ervices

!" !vailability #ana$e%ent

&" IT 'ervice ontinuity #ana$e%ent

" roble% #ana$e%ent

*" 'ervice Level #ana$e%ent

9 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$

; Which ITIL process is responsible for developin$ a char$in$ syste% !" !vailability#ana$e%ent

&" apacity #ana$e%ent

" inancial #ana$e%ent for IT 'ervices

*" 'ervice Level #ana$e%ent

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

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ANSWERS:

1

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Service evel Agreement 6SA7.

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. (naddition* 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 thecontrol 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 initiateand 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.2-0#5-0 Configuration $anagement registers new Configuration (tems 6C(s7 in the Configuration $anagement Database6C$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 thedisru%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 relevantcountermeasures.#1-0 Demand $anagement is the management of ca%acity demands.#-C'5-A