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NO.1 Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
Answer: C
NO.2 Through which process does the implementation of new or changed services, including closure of a
service, need to be planned and approved.?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
Answer: B
NO.3 What is a Configuration Baseline?
A. A benchmark of the service provider's capability
B. A configuration audit report
C. A snapshot of the state of an IT Service or individual Configuration Item (CI) at a point in time
D. The change requests allocated to a release
Answer: C
NO.4 What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
Answer: A
NO.5 What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Answer: D
NO.6 Which process includes the responsibility of recovering the service as quickly as possible?
A. Availability Management
B. IT Service Continuity Management
C. Incident management
D. Problem Management
Answer: C
NO.7 One of the activities of Problem Management is the analysis of historical Incident and Problem data held
in the Configuration Management Database (CMDB) in order to understand trends.
Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Answer: C
NO.8 What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the scope of the CMDB
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C. Increasing the number of records in the CMDB
D. Increasing the use of the CMDB
Answer: B