ITSM Pre-test Questions

1. What is NOT an activity of IT Capacity and Performance Management? *

Service performance monitoring Capacity & performance modelling Capacity requirements analysis Demand allocation & distribution

2. Which practice provides a singe source of consistent information on all IT services and service offerings, and to ensure that it is available to relevant audiences. *

Service Catalog Management Service Desk Service Level Management Service Configuration Management

3. The purpose of this practice is to protect the information needed by the organization to conduct its business. *

Architecture Management Service Design Infrastructure Management Information Security

4. What is NOT a form of information security control? *

Detection Control Prevention Control Correction Control Interrogation Control

5. The purpose of this practice is to maximize the number of successful service or product changes by ensuring that risks have been assessed, authorizing changes and managing the change schedule. *

Deployment Management Change Management Risk Management Release Management

6. Who is in the best position to approve change requests? *

Change Manager Change Advisory Board Change Authority Change Requestor

7. What is the addition, modification or removal of anything that could have a direct or indirect effect on an IT services? *

Incident Service Request Configuration Item Change

8. What is NOT a good practice when managing changes? *

Changes should be assessed by people who are able to understand the risk and expected benefits Changes must be authorized before they are deployed Changes in high-velocity organizations are commonly approved in a decentralized manner Changes that require immediate implementation should be automatically authorized to avoid delays

9. The purpose of this practice is to minimize the negative impact of incidents by restoring normal service operations as quickly as possible? *

Risk Management Change Management Incident Management Problem Management

10. Which of the following is the BEST definition of an Incident? *

It is a coordinated interruption to a service or reduction in the quality of a service It is an unplanned interruption to a service or reduction in the quality of a service It is an unplanned interruption to a service It is a coordinated reduction in the quality of a service

11. Incidents should be (?), (?) and (?) withing agreed, documented and communicated target resolution time. *

identified, analyzed and evaluated recorded, resolved and restored logged, managed and resolved restored, resolved and recovered

12. What type of incidents should be resolved first? *

Incidents that are easiest to resolve Incidents chosen by resolving staff Incidents requested by the user Incidents with highest business impact

13. The following are various ways of resolving incidents, EXCEPT? *

Incidents may be resolved by Service Desk Incidents may be escalated to partners and suppliers that offer support Complex incidents may be escalated to users for resolution Major incidents may be handled by a temporary team

14. The purpose of this practice is to plan and manage the full lifecycle of IT assets to help the organization manage value & risk, control cost, support decision making and meet regulatory & contractual requirements? *

Infrastructure & Platform Management IT Asset Management Deployment Management Release Management

15. Which relates BEST to the guiding principle ‘think and work holistically’? *

Eliminate anything that fails to provide value or produce useful outcome Understanding the big picture is important, but so is making progress Establish an understanding of how all parts of the organization work together in an integrated way Technical and Human Resources should be used to their best effect

16. The following are activities of IT Asset Management, EXCEPT? *

Defines, populates and maintains an IT Hardware Configuration Data Register Provides current and historical information, and supports other practices about IT assets Controls the Asset Lifecycle in collaboration with other practices Audits assets, related media and conformity as well as drive improvements to address detected issues

17. The purpose of this practice is to systematically observe services and service components, and record & report events. *

Infrastructure & Platform Management IT Asset Management Service Configuration Management Monitoring & Event Management

18. What is any change of state that has a significance for the management of a service or other configuration item? *

Change Record Configuration Record Event Change Configuration

20. The purpose of (?) is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors? *

Problem Management Incident Management Risk Management Error Management

21. Which role is primarily responsible for managing IT service requests? *

IT Incident Managers IT Infrastructure Engineers IT Service Desk IT Application Engineers

22. What is a cause or potential cause of one or more incidents? *

Known Error Problem Risk Issue

23. What is a Known Error? *

The cause of one or more incidents A problem that has been analyzed but has not been resolved A reduction in the quality of the service The uncertainty of an event

24. Which among the following about errors is INCORRECT? *

Every service has errors that may cause incidents Many errors maybe identified before a service goes live Errors may be a risk to live services if unresolved Errors are addressed by the risk management practice

25. At which stage should a workaround be documented? *

During problem control After root cause analysis Before an incident record is created At any stage

26. When can an incident workaround become a permanent way of dealing with problems? *

When there are not enough information about the problem When resolving the problem is not viable or cost-effective When the permanent solution creates inconvenience for users When the workaround is very easy and convenient to implement

27. The following describes a release, EXCEPT? *

It may include documentation, training, updated processes or tools, that are required to demonstrate the expected functionality It documents the timing for releases, and is negotiated & agreed with customers & stakeholders May vary in size i.e. from a small changed feature to an entire service It is a version of a service or other configuration item, or a collection of configuration items, that is made available for use

28. A (?) specifies the exact combination of components to be made available, and the timing of the release. *

Release Schedule Release Post Implementation Review Release Plan Release Contract

29. The purpose of this practices is to ensure that accurate and reliable information about the configuration of services, and the configuration items that support them is available when and where it is needed. *

Deployment Management Release Management Service Configuration Management Service Design

30. Which of the following is the BEST definition of an Incident? *

It is a coordinated interruption to a service or reduction in the quality of a service It is an unplanned interruption to a service It is an unplanned interruption to a service or reduction in the quality of a service It is a coordinated reduction in the quality of a service

31. What is defined as any component that needs to be managed in order to deliver an IT service? *

Service Assets Configuration Item Component Record IT Asset

32. What is an Informational Event? *

An event that do not require action even though a negative impact is experienced by the business An event that do not require action when they occur but may be analyzed to uncover desirable steps that will benefit the service An event that allow actions to be taken before a negative impact is experienced by the business An event that require action even though its business impact has not yet been experienced

33. What is one way problems relate to incidents? *

Problems are controlled by incidents Problems are the causes of incidents Incidents offer solutions for problems Incidents are the causes of problems

34. Configuration Management includes the following activities, EXCEPT? *

Audit applications and infrastructure to identify any that are not documented Identify new configuration items and add them to the CMDB Update configuration data when changes are deployed Acquires, manages and disposes Configuration Items

35. Which contains the details of a configuration item and reflects the life cycle of a single CI? *

Configuration Item Configuration Record Configuration Management System Configuration Management Database

36. The purpose of this practice is to capture demand for incident resolution and service requests and acts as entry point and single point of contact for the service provider with all users. *

Service Level Management Service Desk Service Request Management Incident Management

37. What should service level management do to ensure that the current set of services continues to meet the needs of the organization and its customers? *

Service Enablement Service Reviews Service Reporting Service Delivery

38. Which statement about Service Request is INCORRECT? *

Service Requests are not normal part of service delivery Service Requests comes from users that initiate a service action Service Requests are pre-determined and pre-agreed Service Request must be formalized with clear standard procedure

39. The purpose of this practice is to move new or changed hardware, software, documentation, process or any other component to live environments, including testing and staging environments. *

Deployment Management Release Management Service Configuration Management Service Design

40. Which statement about the Service Desk is CORRECT? *

It acts as entry point and single point of contact for the service provider with all users It resolves all user related incidents and technical issues It is always outsourced to an external team of technical experts It captures and authorizes all change requests raised by users

41. The purpose of this practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored and managed against these targets? *

Service Level Management Relationship Management Supplier Management Strategy Management

42. How is Service Level Agreement defined? *

One or more metrics that define expected or achieved service quality Documented agreement between a service provider and a customer that identifies both services required and expected level of service A formal description of one or more services designed to address the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers in the form of services

43. SLAs have long been used as a tool to measure the service performance from the point of view of (?) *

Customer and Users IT Service Delivery Team Business Owners Service Desk

44. The purpose of this practice is to support the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner? *

Service Level Management Service Desk Service Request Management Service Continuity Management

45. Which is NOT a good guideline for Service Request Management? *

Service Request fulfillment should be standardized and automated to the best possible degree There should be policies that indicate which service requests require approval There should be policies around documenting and re-directing service request that should actually be managed as incidents User expectations about fulfillment duration should be set based on what users demand and not simply on what can be delivered

46. Which is NOT true about Deployment Management? *

It works closely with Release Management and Change Control It relates to a number of approaches that can be used for deployment It may involve deploying components to other environments for testing or staging It establishes the deployment & release management acceptance criteria

47. What does NOT relate to IT Service Continuity Management? *

Defining the recovery point objective of an IT service Conducting a business impact analysis of an IT service Developing an IT disaster recovery plan Ensuring that changes do not result to a service interruption

48. Which practice defines the Service Acceptance Criteria *

Service Validation and Testing Service Level Management Service Design Service Catalog Management

49. Which practice analyzes a business or its elements, define its needs and recommends solutions to address the needs or solve a business problem which must facilitate value creation? *

Strategy Management Business Analysis Problem Management Change Management

50. Which practice determines and analyzes the Mean Time to Restore Service (MTRS) of an IT Service? *

Service Continuity Management Incident Management Availability Management Risk Management