This presentation was produced by IBM Global Services

Which of the following is a Service Desk activity? A. to function as the first point of customer contact A. to investigate the cause of disruptions for the customer B. to trace the cause of incidents B is wrong: That is done by Problem anagement ! is wrong: "T"# only defines the $root% cause of Problems

What is the role of "T"# within "T Service A. B. C. D.

anagement?

to provide an approach based on the best examples taken from practice to serve as the international standard for "T Service anagement to serve as the standard model for "T service provision to serve as a theoretical framework for process design

B is wrong: "T"# is $not yet% an international standard& The '!( has applied for that status) but that will take many more years to establish ! is wrong: "T"# is not a standard model& "t gives many degrees of freedom) because it provides alternatives& To implement one has to make choices& D is wrong: "T"# is surely not theoretical& The books are based on real world e*periences&

The network managers have e*cessive workloads and have no time to proactively manage the network& 'ne of the contributing factors to these large workloads is the fre+uency that users contact these managers directly& Which "T"# process would improve this situation? A. B. C. D. !hange anagement !onfiguration anagement Incident Mana ement Problem anagement

'ne of the big advantages of "ncident anagement is that specialists $, nd line support% can work more efficient because -hallway high .acking/ is reduced 0 prevented&

Which task is a Problem

anagement responsibility?

A. B. C. D.

to co1ordinate all modifications to the "T infrastructure to record incidents for later study to approve all modifications made to the "no#n $rror database to identify user needs and modify the "T infrastructure based on such needs

2 is wrong: That is a !hange anagement responsibility B is wrong: That is done by "ncident anagement D is wrong: The 3ser $read: !ustomer% needs are identified by Service #evel anagement& 2nd S# will initiate plans to modify the "T "nfrastructure&

The data in the !onfiguration anagement Database $! DB% can only be modified after permission is granted to modify the infrastructure& Which process grants such permission? A. B. C. D. Chan e Mana ement !onfiguration anagement "ncident anagement Service #evel anagement

This is an e*ercise in responsibilities& 2lthough !onfiguration anagement is responsible to actually make the modifications to the ! DB) it is the responsibility of !hange anagement to grant permission to do so&

&

Which concept is part of !hange A. B. C. D. 'ost Implementation (evie# 4mergency 5elease Service 5e+uest Work1around

anagement?

The P"5 is a very important activity in !hange anagement& B is wrong: 4mergency 5eleases are a concept of 5elease anagement and are dealt with within !hange anagement by means of an 4mergency !hange6& ! is wrong: S5 are handled by the Service Desk D is wrong: Work1around is used by "ncident and Problem anagement before 2 !hange can be formulated&

2 new1networked computer is installed to replace an e*isting P!& The old P! is installed as a print server for the local area network& Which process is responsible for registering this modification in the !onfiguration anagement Database $! DB%? A. B. C. D. !hange anagement Confi uration Mana ement Problem anagement 5elease anagement

The only process that is allowed to register modifications in the ! DB is !onfiguration anagement& 5egistering 7 physically change the ! DB&

Because of its increased dependency on information systems) a national realty firm decides that there must be assurances for the provision of "T services following an interruption to the service& Which process should be implemented to provide this assurance? A. B. C. D. 2vailability anagement I+ ,ervice Continuit- Mana ement Service #evel anagement Service anagement

2n -interruption to the service- and -assurance for the provision/ are pointing to continuity issues within "T"#& 2 is wrong: 2vailability is the process that tries to prevent interruption of the service for specific areas& !ontinuity is broader) any interruption is dealt with and therefore is more an assurance then 2vailability anagement& ! is wrong: S# is the process that arranges everything but itself does not provides this assurance& D is wrong: Technically D is also a correct answer& But one has to choose B here because Service anagement is a too broad definition in this conte*t&

Data provided for the financial administration of 89: must only be accessible to authori;ed users& Security anagement takes steps to ensure this& By taking these steps) which aspect of data can be ensured? A. B. C. D. 2vailability "ntegrity Stability Confidentialit-

2ccording to "T"#) !onfidentiality is the protection of information against unauthori;ed access&

1/

2 computer operator notices the full storage capacity of her0his disk will soon be used& To which "T"# process must this situation be reported? A. B. C. D. 2vailability anagement !apacity anagement !hange anagement Incident Mana ement

The +uestion is: reported that is not the same as which process will solve the problem& 4vents that are causing or could cause a reduced +uality of the service are reported to "ncident anagement6&

11

Which activity is a 5elease

anagement responsibility?

A. to check whether there is any illegal software on computers within the organi;ation B. to store the ori inal versions of all authori0ed soft#are #ithin the or ani0ation C. to register where each software version is available 2 is wrong: 5 only defines what illegal software is) !onfiguration anagement can report where what software is installed& ! is wrong: !onfiguration anagement registers where each version is used&

12

<or which purpose does Service #evel incident registration?

anagement use data from the Service Desk=s

A. to draw up Service #evel 2greements $S#2s% B. to report on the number and nature of incidents that occurred during a specific period C. to determine the availability of an "T service using the number of resolved incidents D. to anal-0e1 to ether #ith other data1 in order to determine if the a reed service level is bein provided 2 is wrong: The S#2s have to be drawn up first before "ncidents can be linked& B is wrong: That is an "ncident anagement responsibility& S# only reports about incidents related to S#2 ! is wrong: That is a responsibility of 2vailability anagement) one can not calculate the availability using the number of resolved incidents&

13

The Service Desk has handled ,>?@ calls this month& What would these calls include? A. modifications to Service #evel 2greements $S#2s% B. notices regarding modified !onfiguration "tems $!"s% C. re2uests to the I+ or ani0ation for user support 2 is wrong: The modification to a S#2 is not initiated through a call to the SD& B is wrong: Aotices regarding modified !is) are part of the standard operations and thereby not an incident handled by the SD

1!

2 steel company is merging with a competitor& The "T departments) along with the "T infrastructures of both companies will be combined& Which process is responsible for determining the re+uired disk and memory space re+uired for applications running in the combined "T infrastructure? A. B. C. D. 2pplication anagement Capacit- Mana ement !omputer 'perations anagement 5elease anagement

'ne of the activities of !apacity management is Demand anagement& This is gathering and managing the current and future re+uirements for capacity&

1%

Which concept is not part of <inancial A. B. C. D. Budgeting !harging 'rocurin Pricing

anagement for "T Services?

<inancial anagement consists of Accounting) Budgeting) Costing B2B!C Two elements of !osting are Pricing and !harging& "n "T"# <inancial anagement is focused on the "T Services and does not cover the Procuring part of D2sset anagementE

1&

Service #evel 5e+uirements are used in the Service #evel What do these Service #evel 5e+uirements represent? A. B. C. D.

anagement process&

the customer3s expectations and needs re ardin the service what the "T organi;ation e*pects of the customer the conditions re+uired for the Service #evel 2greement $S#2% a paragraph of the S#2 with additional specifications re+uired to e*ecute the S#2

B is wrong: This could be considered a trick answer6 "f it was the other way around -what the customer e*pects of the "T Department/ it could be the right one& But consider that the re+uirements are not what can be e*pected& The e*pectations should be depending on what is agreed upon) and that are not necessary e*actly the re+uirements& ! is wrong: The terms and conditions should be part of the S#2) but do not represent the re+uirements& 2nother way of reading -conditions/ would be the agreed upon service level and measure method& 2nd that is not representing the re+uirements& These -conditions/ are agreed upon after a negotiation process using the !ustomer re+uirements and the "T capabilities& D is wrong: The Service #evel 5e+uirements are the main input for the negotiations about the levels of Service and conditions of providing these& So) they donEt represent a paragraph with additional specification) but are the real thing&

1)

Which of the following is one of the responsibilities of 2vailability

anagement?

A. to enter into contracts with suppliers B. to monitor the availability of a charge through system C. to verif- the reliabilit- and the service level of the Confi uration Items 4CIs5 purchased from and maintained b- third parties D. to plan and manage the reliability and availability of "T Service 2 is wrong: !ontract with suppliers are dealt with by S# or Fendor anagement& B is wrong: the -availability of a charge/ is not something that makes sense in the "T"# conte*t& D is wrong: 2vailability anagement does not 2A2(4 the reliability& That would be the process of structural improving the "T "nfrastructure& This is one of the responsibilities of Problem anagement& Part of 2vailability management is to do 5isk assessments of all !"s and Services& Part of that assessment is to verify third parties !"s&

1*

2 user complains to the Service Desk that an error continually occurs when using a specific application& This causes the connection with the network to be broken& Which "T"# process is responsible for tracing the cause? A. B. C. D. 2vailability anagement "ncident anagement 'roblem Mana ement 5elease anagement

Problem anagement is responsible for tracing $7analysing% the $root% cause of Problems& 2 is wrong: This is not the most right answer& "f it was the only one in the list that would make sense) one could make a case for choosing this one& The 2vailability is obvious impacted and therefore 2 could initiate actions to improve the 2vailability and therefore commission P & B is wrong: "ncident anagement will try to solve the symptoms but not trace the $root% cause& D is wrong: Ao relevance with the +uestion

1.

2 serious incident has occurred& The assigned solution team is unable to resolve this incident within the agreed time& The "ncident anager is called in& Which form of escalation describes the above se+uence of events? A. B. C. D. formal escalation functional escalation hierarchical escalation operational escalation anager% and <unctional

"T"# identifies two escalation forms: Gierarchical $to "ncident $to ,nd and >rd line support%

2/
A. B. C. D.

Which of the following best describes a Problem? one or more Hnown 4rrors a known cause of one or more disruptions the unkno#n cause of one or more incidents a Hnown 4rror with one or more incidents

2 is wrong: That is the description of a Hnowledge Base B is wrong: That is the description of a Hnown 4rror D is wrong: That is the description of a Hnown 4rror Tip: Sometimes the e*am will call disruptions -a problem/ and the "T"# term -a Problem/ $note the lowercase versus the uppercase% Same with -4rror/ The "T"# Hnown 4rror and -error/ an error situation& BUT: please dont assume this is consistent!!!!

21

Which concept is part of "T Service !ontinuity A. 2pplication Si;ing B. 6ulnerabilitC. aintainability D. 5esilience

anagement?

2 is wrong: "s part of !apacity anagement ! is wrong: "s part of 2vailability anagement D is wrong: is part of 2vailability anagement B is right: "T Service !ontinuity anagement defines -Fulnerability/ as the likelihood that a -Threat/ will happen to an -2sset/&

22

Gow does "T Service

anagement contribute to the +uality of "T service provision?

A. by recording agreements between internal and e*ternal customers and suppliers in formal documents B. by defining generally accepted norms for service levels C. by promoting a customer focus among all the employees of the "T organi;ation D. b- plannin 1 implementin and mana in a coherent set of processes for providin I+ services 2 is wrong: This is .ust a small part of S# which is .ust a part of "TS & B is wrong: This is .ust a small part of S# which is .ust a part of "TS & ! is wrong: 2lthough mentioned in "T"# as one of the main !ritical Success factors in implementing successful "TS ) it is .ust a part of what is needed to contribute to the +uality of "T service provision&

23

Performance A. B. C. D.

anagement and 5esource

anagement are parts of which process?

2vailability anagement Capacit- Mana ement "T Service !ontinuity anagement Service #evel anagement

"T"# !apacity anagement defines Performance anagement $making sure that the available resources are performing optimal% and 5esource anagement $Hnowing what resources are available and what the future technological developments are%

2!

2n organi;ation has set up an "ncident anagement Process& "n doing so) several groups were created to resolve specific incidents& These groups include: P! Solution TeamI Aetwork Solution TeamI Service DeskI SpecialistsE (roup to support the other teams& Within an "T organi;ation) support groups are generally categori;ed by levels& Select the answer that correctly categori;es the support groups mentioned above& A. J1line first1line second1line Service Desk both Solution Teams Specialists

B. first1line Service Desk second1line P! Solution Team third1line Aetwork Solution Team fourth1line Specialists C. first7line second7line third7line ,ervice Desk both ,olutions +eams ,pecialists

2 is wrong: "T"# does not recogni;es a J1line support& "f there would be one it probably would be defines as the -Self Service/ option& B is wrong: Why should there be a difference between the P! and the Aetwork Solution teams?

2%

The management of 2B! "nc& has insisted that each re+uest for a new workstation installation be handled with optimum efficiency and effectiveness& Which "T"# process is designed to achieve this desired outcome? A. B. C. D. Chan e Mana ement !ustomer #iaison Problem anagement Service #evel anagement

This a bit of a trick +uestionK People sometimes consider !hange anagement to be a process that reduces the efficiency and effectiveness of simple changes like " 2!& B3T: 2 good !hange anagement process would still provide benefits by controlling the !hanges) how small they might be& !onsider: not all !hanges will go through the !2B steps& There could be pre1authori;ed !hanges defined $impact very low and known) all implications identified% and typically the !hange anager $or the !hange !oordinator% would very efficient and effective deal with those !hanges&

2&

Which of the following is a !onfiguration "tem $!"%? A. a call 2. documentation C. an incident D. a process 2 is wrong: 2lthough a call could be registered in the ! DB $to be able to link calls to !"s% a call itself is not considered a !"% ! is wrong: 2lthough an "ncident could be registered in the ! DB $to be able to link "ncidents to !"s% an "ncident itself is not considered a !"% D is wrong: 2 description of a Process could be defined as a !") but not the process itself&

2)

Gow does Problem A. B. C. D.

anagement support the Service Desk activities?

"t resolves serious incidents for the Service Desk& "t studies all incidents resolved by the Service Desk& "t relieves the Service Desk by communicating the resolution directly to the user& It makes information on "no#n $rrors available to the ,ervice Desk.

2 is wrong: P only resolves Problems& 2 Problem could be initiated by a serious "ncident& B is wrong: Aot all "ncidents necessary have to be studied& ! is wrong: The SD should be the Single Point 'f !ontact BSP'!C) therefore the SD would communicate the resolution to the user& P provides the SD with all Hnown 4rrors& That enables the SD to restore the services faster&

2*

Which of the following is a !onfiguration Baseline? A. B. C. D. the standard configuration for the !onfiguration anagement Database $! DB% a description of a standardi;ed !onfiguration "tem $!"% a set of !"s that is delivered once a recorded snapshot of a product or service1 to provide a basis for a confi uration audit and re ression

2 is wrong: There is not such a thing as a standard configuration for a ! DB) the configuration depends very much on the structure and level of detail that is re+uired for each individual organi;ation& B is wrong: This description is to narrow& ! is wrong: Aot relevant& A'T4: Please note that it doesnEt say -delivered at once/& "f that would be the case) the answer makes a lot of sense and could be considered correct& 2 !onfiguration Baseline would be a set on !"s that are delivered at once) because we know for sure it is a coherent and working configuration& So) in case of an continuity situation) it would make sense to deliver this set of !"s at once&

2.

Which of the following is the role of the Definitive Software #ibrary $DS#% in the 5elease anagement process? A. a ph-sical stora e area for the ori inal versions of all authori0ed soft#are in use B. a reference manual that includes all software documentation C. a registration tool for all software items D. a type of !onfiguration anagement Database $! DB% for software B is wrong: The DS# is not only about documentation& ! is wrong: The DS# is not so much about registration) more about storing6 D is wrong: 2 ! DB is an administration) de DS# is the physical storage&

3/

9our Aetwork Department has made an agreement with an e*ternal organi;ation in order to fulfil an agreement with its internal customer& Where would the agreement with the e*ternal organi;ation be specified? A. B. C. D. 'perational #evel 2greement $'#2% Service #evel 2greement $S#2% Service #evel 5e+uirement $S#5% 8nderpinnin Contract 48C5

"n "T"# we have three types of contracts: !ustomer L,9A1 "T 'rganisation "T 'rgani;ation L:9A1 'ther internal $"T or non1"T% 'rganisation "T 'rgani;ation L8C1 e*ternal organi;ation

31

Gow does 2vailability A. B. C. D.

anagement work with Security

anagement?

by making agreements on the availability of the Security Database by making agreements on the security of the 2vailability Database by establishing the security boundaries based on the availability re+uirements b- implementin the measures specified b- ,ecurit- Mana ement for securin the data

2 is wrong: Aot relevant B is wrong: Aot relevant ! is wrong: 2 does not establish security boundaries "n "T"# Security anagement defines for information: Confidentiality) Integrity) Availability B!"2C& That impies that Security anagement is leading for 2vailability anagement and not the other way around&

32

Which +uestion is being answered when an organi;ation specifies its vision and business ob.ectives? A. B. C. D. Gow do we get where we want to be? Gow do we know we have arrived? ;here do #e #ant to be< Where are we now?

2 is wrong: That would be the Business Transformation or Transition Plan) Services Muality "mprovement or "mplementation Plan& B is wrong: That would be a plan to define criteria and measurements& D is wrong: That would be a Business 2ssessment&

33

Which task is the responsibility of !onfiguration A. B. C. D.

anagement?

convening the !onfiguration 2dvisory Board physically managing software items installing e+uipment at the workplace recordin the relations bet#een Confi uration Items 4CIs5

2 is wrong: There is not such a thing as a !onfiguration 2dvisory Board& B is wrong: That is a responsibility of 5 using the DS#& ! is wrong: "t is a responsibility of 5 to manage these actions&

3!

2fter the re+uisite search) the common cause of a series of incidents is found& This results in a Hnown 4rror& "n the se+uence of things) what should happen after the Hnown 4rror has been declared? A. B. C. D. 2ll incidents must be resolved as +uickly as possible& +he error must be resolved usin a chan e. The error must be included in the !onfiguration anagement Database $! DB%& The problem must be identified&

2 is wrong: 2lthough this is a very true statement) it is not ne*t in the se+uence of things& 'ne might argue that after 2 Hnown 4rror is defined) possibly we know some workarounds or fi*es for outstanding "ncidents& 2nd of course those have to be resolved 2S2P& But it is not the most correct answer& ! is wrong& 'ne might argue that as soon as a Hnown 4rror is identified it should be registered in the ! DB) together with workarounds or fi*es) because that way "ncidents might be resolved more +uickly& But it is not the most correct answer& D is wrong: That step is already done& 2fter a Problem is identified we start looking for the root cause& When the root cause is found) the -Problem/ becomes a -Hnown 4rror/ 2fter a Hnown 4rror is identified) P starts the 4rror !ontrol activity) which will take away $resolve the error% by initiating a change&

3%

What is the primary task of 4rror !ontrol? A. B. C. D. to figure out the details for work1arounds to resolve "no#n $rrors throu h the Chan e Mana ement process to recogni;e and register Hnown 4rrors to register and manage Hnown 4rrors

2 is wrong: This is one of the tasks of 4rror !ontrol) but not the primary one& ! is wrong: This is one of the tasks of 4rror !ontrol) but not the primary one& D is wrong: This is one of the tasks of 4rror !ontrol) but not the primary one&

3&

Which "T"# process is associated with a Post "mplementation 5eview? A. B. C. D. 2pplication anagement "ncident anagement 'roblem Mana ement 5elease anagement

This is somewhat a trick +uestion& "f it was an open +uestion) the answer would be !hange anagement& But) because that one is not in the list we will have to find the ne*t best answer& 2 is wrong: "n "T"# <oundations 2pplication anagement is not defined as one of the "T"# processes& B is wrong: "t is not one of the key responsibilities of " ) to be involved with improving the "nfrastructure by implementing !hanges& D is wrong: 2lthough they will most likely be involved with a P"5) to evaluate the efficiency of the !hange they are not really involved with the details of what we wanted to achieve with the change Problem anagement is responsible for detailed knowledge about the infrastructure and submits 5e+uests for !hange B5f!C to eliminate errors and improve the +uality of the infrastructure& 2lthough !hange anagement will initiate the P"5 and will evaluate the efficiency of the change) P will evaluate the !hange on its effectiveness&

3)

When processing a 5e+uest for !hange $5<!%) the !hange of activities& Which action is re+uired if this involves a comple* change? A. B. C. D.

anager initiates a number

The !hange anager reports the change to Problem anagement& The !hange anager reports the change to "ncident anagement& +he Chan e Mana er presents the chan e to the Chan e Advisor- Board. The !hange anager presents the change to the "T anager&

2 is wrong: The !hange anger will probably involve the P with the comple* !hange) by inviting him to the !2B but not by reporting it& B is wrong: 2lthough correct in itself) because "ncident anagement $Service Desk% should be informed of approved and planned !hanges through the <orward Schedule of !hanges B<S!C) it is not the most answer in this conte*t& D is wrong: "T"# mentions that !hanges of the >rd category $ma.or impact on the serviceI overrunning of the budget or deviation from policy% have to be authori;ed by "T anagement&

3*

What is the difference between 2sset

anagement and !onfiguration

anagement?

A. 2sset anagement only deals with what you ownI !onfiguration anagement deals with everything in your infrastructure& B. 2sset anagement is a superset of !onfiguration anagement) as it includes non1 "T assets such as chairs and tables& C. 2sset anagement deals with the financial aspects of !onfiguration "temsI !onfiguration anagement only deals with the technical details of the infrastructure& D. Confi uration Mana ement oes much further than Asset Mana ement1 because it also specifies the relations bet#een the assets. 2 is wrong: 2lthough this is a true statement) it doesnEt touch the essential difference& B is wrong: !orrect only in a small conte*t& Both systems have completely different goals) so it is not really a superset& ! is wrong: 2gain) has a lot of truth in it& But does not touch the essential difference& The main difference that "T"# defines between 2 and ! is the fact that ! also defines relationships between assets& "n order to determine the impact of !hanges and information about the configuration aspects of the "nfrastructure we need that information&

3.

Which "T"# process uses A. B. C. D.

ean Time Between <ailures $ TB<%?

Availabilit- Mana ement !apacity anagement "T Service !ontinuity anagement Service #evel anagement

B is wrong: Aot relevant ! is wrong: !ontinuity anagement deals with disasters only& <ailures are relative short disturbances in the service or the +uality of the service& D is wrong: 2lthough S# defines levels of Service) which amongst others can be levels of availability& "n the S#2 there is no mention of TB< as such&

!/

2 company sets up an "ntranet for its graphic design workstations& The bandwidth must be increased because of the high volume of illustrations sent over the network& Which "T"# process is responsible for approving the implementation of increased bandwidth? A. B. C. D. !apacity anagement Chan e Mana ement 2vailability anagement Problem anagement

2 is wrong: 2lthough !apacity anagement arranges for increased bandwidth) it is not the process that is responsible for approving the implementation of that change& ! is wrong: Aot relevant D is wrong: Aot relevant