1) Which is an activity of problem identification?
a) Documenting workarounds and known errors
b) Finding potential permanent solutions
c) Analyzing the cause of the problem
d)Performing trend analysis of incident records
2) What is the difference between "change control" and "organizational change management"?
a) "Change control" manages changes to infrastructure and applications, "organizational change management" manages changes to documentation, processes, and suppliers
b) Change control" manages standard changes and normal changes, "organizational change management" manages emergency changes
c) Change control" manages review and authorizes changes, "organizational change management" create and publishes the change schedule
d) Change control" manages changes to products and services, "organizational change management" manages the people aspects of change
3)Which other practices are most likely be involved in implementing solutions for problems?
a) Change control and continual improvement
b) Continual improvement and incident management
c) Incident management and service desk
d) Service desk and change control
4)Which statement about "incident management" is correct?
a) The service desk should negotiate target incident resolution target incident resolution times with customers
b) Incident priority should be based on IT staff availability to ensure rapid resolution
c)Incidents with a high impact should be managed efficiency to limit resource usage
d)Every incident should be logged and managed, and resolved in a time that meets user experience
5)What is the correct order for change control activates?
a) Authorize, deploy, assess
b) Assess, deploy, authorize
c)Authorize, assess, deploy
d)Assess, authorize, deploy
6)Which practice is the responsibility of everyone in the organization?
a) Service level management
b) Change control
c)Problem management
d)Continual improvement
7)Which practice has an impact on the customer's perception of the service provider, by restoring service?
a) Monitoring and event management
b) Problem management
c)Incident management
d)Service level management
8)Which statement is correct for all incidents?
a) They must be resolved by the service desk
b) They must be escalated to a support team
c) They must be logged following a formal process
d)They must escalate to a supplier or partner
9)Which Phase of "problem management" includes analyzing incident trends?
a) Problem identification
b) Problem control
c)Error control
d)Change control
10)What is MOST likely to assist with the resolution of simple incidents?
a) Identifying the temporary team to work together
b) Invoking disaster recovery plans
c)Scripts for collecting information from users
d)Detailed knowledge and expertise of support staff
11)Which is a potential benefit of using an IT service management tool to support the "incident management" practice?
a) It may ensure that the cause of incidents is identified within agreed times
b) It may provide automated matching of incidents to problems or known errors
c)It may ensure that supplier contracts are aligned with the needs of the service provider
d)It may provide automated resolution and closure of complex incidents
12)Which practice may involve the initiation of disaster recovery?
a) Incident management
b) Service request management
c)Service level management
d)IT asset management
13)What is a change authority?
a) The person or group who reviews a change after it has been deployed
b) The person or group who publishes a change schedule
c)The person or group who designs a change
d)The person or group who approves a change before it is deployed
14)Why should incidents be prioritized?
a) To help automated matching of incidents to problems or known errors
b) To identify which support team the incident should be escalated to
c)To ensure that incidents with the highest business impact are resolved first
d)To encourage a high level of collaboration within and between teams
15)Which is a recommendation of the "continual improvement" practice?
a) There should at least be a small team dedicated to leading "continual improvement" efforts
b) All improvements should be managed as Mutiple-phase projects
c)Continual improvement should be isolated from other practices
d)External suppliers should be excluded from improvement initiatives
16)How does categorization of incidents assist the "incident management" practice?
a) It helps direct the incident to the correct support area
b) It determines the priority assigned to the incident
c)It ensures that incidents are resolved in times agreed with the customer
d)It determines how the service provider is perceived
17)Which is the best example of an emergency change?
a) The implementation of a planned new release of a software application
b) A low-risk computer upgrade implemented as a service request
c) The implementation of a security patch to a critical software application
d)A scheduled major hardware and software implementation
18)Which statement about change authorization is correct?
a) A change authority should be assigned to each type of change and change model
b) Centralizing change authorization to a single person is the most effective means of authorization
c)The authorization of normal changes should be expedited to ensure they can be implemented quickly
d)Standard change are high risk and should be authorized by the highest level of change authority
19)When in the management of a problem should a change request be submitted?
a) After an effective workaround has been documented
b) After the problem has been resolved
c)After the related incidents have been closed
d)After the costs and benefits of the solution have been analyzed
20)Why does a change authority need to communicate widely?
1. To determine if the change is a standard change or normal change
2.To gather input for use in risk assessment
3.To ensure people in IT and the business are fully prepared
4.To decide who will authorize the change before deployment
a) 1 and 2
b) 2 and 3
c) 3 and 4
d) 1 and 4
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