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•
• Which incidents should be logged by the Service Desk?
D All incidents
A All three
C 1&3
Incident mgt
Exam Ques
• On several occasions they have found that when a certain modem had been installed,
communication was unsatisfactory. Which processes other than Incident Management are
involved in achieving a structural solution?
•
•
A trend analysis of incident data that over 30% of incidents regularly recur.
A A presentation to the board of directors to explain the importance of Problem
Management
C The selection of an appropriate tool to log all incident data more accurately
•
•
• Which of the following data is least likely to be used in the incident control process?
Problem mgt
Problem Control
•
• What is the difference between a Problem and a Known Error?
D In the case of a Known Error the underlying cause of the Problem is known
• This is probably due to an incorrect change in the software. This change was also
introduced in a monthly program that has not yet been run. What is the best possible solution to
be adopted by Problem Management when handling the error?
B The errors are reported as problems at the Service Desk and because manufacturing is
involved, are directly introduced as Changes
Config mgt
Configuration Activities
Documentation
Technical Documentation
IT Staff
•
• What information does Configuration Mgt provide to the IT management of an
organisation?
D A procedure (DOC)
B There is no difference
1.
2. Hardware
3.
4. Staff (NOT USERS)
5.
6. Network components
B 1,2,4 & 5
D All of them
CAB Members
•
• Change Manager
Exam ques
•
•
• How frequently should CAB/EC meeting be held?
B Monthly
D As required
1 Effective Change Management ensures that urgency and impact are keys to decisions
made on the scheduling of changes
B Neither of them
D Both of them
Exam Ques
B Before setting up a DHS a tool should first be purchased for releasing the hardware into
the environment
D A DHS is a database in which all definitive hardware Configuration Items are recorded
D A Full release releases the ‘normal release unit’ into the live environment
• They can then check their results on their PCs. Which process is responsible for the
correct configuring and transmission of the programs?
B Change Management
D Network Management
Negotiate and Agree
•
• Which of the following are direct advantages of entering into Service Level Agreements?
B 1&2
D 1&3
ABC of Finance
Budgeting (MAN)
Direct cost can be traced in full to a product or service, cost centre or department e.g.
Indirect Cost cannot be traced directly in full to product or service, cost centre or department
because it has been apportioned.
•
• Without a good Accounting System you cannot:
1.
2. Judge the efficiency of Problem Management
B 1 & 3 only
• Note!
•
• Which of the following is NOT the concern of IT Financial Management?
B Invoicing
•
•
• Which of the following statements on IT Financial Management is correct?
B In order to set up Budgeting and Accounting, SLA’s and OLA’s need to have been
agreed
D IT Financial Management must agree charges with the customer before establishing a
Cost Model (Cost Model comes before charging)
MAINTAINABILITY
Exam ques
1.
2. Understanding the reliability of components to carry out a required function under given
conditions over a certain period of time
3.
B Only 1 & 2
D Only 1 & 3
•
•
• Managing service availability is now more important than ever because ……
Capacity mgt
Application sizing
Exam ques
D The resources needed (RCM) for an application and its performance can be predicted
(BCM)
Exam ques
•
•
1.
2. The intermediate recovery external option offers a remote installation, fully equipped with all
the required hardware, software, communications and environmental control equipment
A Both
C Only 1
•
•
Your organisation has just entered into a Gradual Recovery (Cold Standby) IT service Continuity
Agreement.
A A building, electricity, telecommunications equipment, office space for technical staff
•
•
• Which of the following would you NOT expect to see in an IT Service Continuity Plan?