ITIL - Simulado N°01
- 1.Which of the following is a Service desk activity?
- A.
Functioning as the first point of contact for the customer
- B.
Investigating the cause of disruptions for the customer
- C.
Tracing the cause of incidents
- 2.What is the role of ITIL within IT Service Management?
- A.
To provide an approach based on the best examples from practice
- B.
To serve as the international norm for IT Service Management
- C.
To serve as the standard model for IT service provision
- D.
To serve as a theoretical framework for process design
- 3.The network managers are up to their ears in work. They rarely have time to proactively manage the network. One of the reasons is that they are contacted directly by users to resolve all sorts of disruptions. What ITIL process would improve this situation?
- A.
Change Management
- B.
Configuration Management
- C.
Incident Management
- D.
Problem Management
- 4.Which of the following tasks is the responsibility of Problem Management?
- A.
Coordinating all modifications to the IT infrastructure
- B.
Recording incidents for later study
- C.
Approving all modifications made to the Known Error database
- D.
Signaling any user needs and modifying the IT infrastructure based on these needs
- 5.Data in the Configuration Management Database (CMDB) may only be modified after permission is granted to modify the infrastructure. What process grants this permission?
- A.
Change Management
- B.
Configuration Management
- C.
Incident Management
- D.
Service Level Management
- 6.Which of the following concepts is part of Change Management?
- A.
Post implementation review (evaluation after implementation)
- B.
Emergency release
- C.
Service request
- D.
Work-around
- 7.A user receives a new PC that is linked to the network. His old PC is installed as a print server for the local network. What process is responsible for registering this modification in the Configuration Management Database (CMDB)?
- A.
Change Management
- B.
Configuration Management
- C.
Problem Management
- D.
Release Management
- 8.Over the years an insurance broker has become more and more dependent on its information systems. Thus, the decision has been made that there must be assurances regarding IT service provision following an interruption to the business. What process should be set up to assure this?
- A.
Availability Management
- B.
IT Service Continuity Management
- C.
Service Level Management
- D.
Service Management
- 9.The data for financial administration are only to be made accessible to authorised users. The security management function takes steps to ensure this is so. What aspect of the data is primarily be ensured by the security management function by taking such steps?
- A.
Availability
- B.
Integrity
- C.
Stability
- D.
Confidentiality
- 10.A computer operator sees that a disk is about to become full. To what ITIL process must he report this?
- A.
Availability Management
- B.
Capacity Management
- C.
Change Management
- D.
Incident Management
- 11.For which of the following activities is Release Management responsible?
- A.
Checking whether there is any illegal software on the computers within the organisation
- B.
Saving the original copies of all authorised software within the organisation
- C.
Registering where what versions of software are available
- 12.For what purposes does Service Level Management use data from the service desk's incident registration?
- A.
To draw up service level agreements (SLAs)
- B.
To draw up reports regarding the number and nature of incidents that occurred during a specific period
- C.
To determine the availability of an IT service using the number of resolved incidents
- D.
To use together with other data to check whether the agreed upon service level is being provided
- 13.The service desk has handled 2317 calls this month. What do these calls include?
- A.
Modifications to Service Level Agreements (SLAs)
- B.
Notices regarding modified Configuration Items (CIs)
- C.
Requests to the IT organisation for user support
- 14.A steel company is merging with a competitor. The IT departments, along with the IT infrastructures of both companies will be combined. What process is responsible for determining the disk and memory space that will be required for applications running in the combined IT infrastructure?
- A.
Application Management
- B.
Capacity Management
- C.
Computer Operations Management
- D.
Release Management
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