Reviewer 1

A remote site has recently had its network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with capacity. Who should they contact for assistance?

Which of these is NOT a recognised Service Desk structure?

An IT department is seeking to set its prices to match those of external suppliers selling the same services. Which one of the following is the best description of this approach?

Which one of the following statements is NOT FALSE?

The scope of a Release can best be defined by:

Does Problem Management depend entirely on having a mature Incident Management process in place?

Consider the following:
1 Incident diagnostic scripts
2 A knowledge base of previously recorded incidents
3 A Configuration Management Database covering the infrastructure supported
4 A Forward Schedule of Change
Which of the above should be available to the Service Desk?

The following activities are involved in implementing a Service Management function:
1 Tool selection
2 Tool specification
3 Process design
4 Functional requirements analysis
In which order should the above activities be taken?

There are strong links between Service Level Management and:
1 Incident Management
2 Availability Management
3 Configuration Management
4 IT Service Continuity Management
5 Change Management

Consider the following activities:
1 The analysis of raw data
2 The identification of trends
3 The definition of Service Management processes
4 The implementation of preventive measures
Which of the above should be easier after implementing a good IT Service Management software tool?

Where would the information relating to software release components be stored?

Consider the following list:
1 Modelling
2 Risk Analysis
3 Application Sizing
4 DSL maintenance
Which two from the above list are among the main responsibilities of Capacity Management?

Which one of the following is NOT necessarily a direct benefit of implementing a formal Incident Management process?

Within a CMDB, which relationships are most likely to exist between Incidents and Problems?
1 One Incident to one Problem
2 One Incident to many Problems
3 Many Incidents to one Problem

The extent of CI information held in the CMDB should:

Which of the following activities is NOT included in the Operational Management stage of the Continuity Management Life-cycle?

For which of these activities is the Change Manager responsible?

Which of the following is not an element of Availability Management?

Which of these statements is true when deciding on the initial scope and depth of the information to be held in a CMDB?

Possible problems with Change Management include:

Which one of the following is NOT a major CI type?

Which of these best describes the purpose of Capacity Management?

An ‘unabsorbed’ cost is best described as:

Which of the following statements is true?

Which of the following metrics is most relevant in determining the value added by Problem Management to the Service Desk?

What is SOA within Availability Management?

Intermediate Recovery is initially concerned with which of the following time periods?

Which of the following are likely to be members of the CAB?
1 Problem Manager
2 Customer representatives
3 Change Manager
4 Senior IT technical managers

To enable a new Service Desk management tool to be implemented, the capacity of the servers has to be extended. Who is responsible for managing the request for additional capacity?

Configuration Management plans should be integrated with those of:

Which of the following best describes the goal of Service Level Management?

Which of the following would normally be included in a Capacity Plan?
1 Options
2 Management summary
3 Business workload forecasts
4 Backout plans

The Service Desk can act as the focal point for:
1 Receiving Incidents & Service Requests from users
2 Recording Change Requests from users
3 Handling complaints and queries

Which of these is a DIRECT benefit of having a Service Desk?

Serviceability is an element of Availability Management. How is it best defined?

At what point does an Incident turn into a Problem?

The process to implement SLAs comprises of the following activities in sequence:

The activity that aims to identify the potential damage or loss to an organisation resulting from disruption to critical business processes is:

The wording of SLAs and OLAs should be:

A customer-based Service Level Agreement structure includes: