Which data, for a new Configuration item (CI), is recorded in the Configuration Management Database (CMDB)?
A. the relationship to other Configuration Items
B. the impact of the Configuration Item
C. the Request for Change number for the Configuration Item
D. repairs to the Configuration Item
The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?
A. Configuration Management
B. Incident Management
C. Problem Management
D. Release Management
Which status is a problem assigned once its cause has been identified?
A. Work-around
B. Request for Change (RFC)
C. Incident
D. Known Error
Which of the following is a department rather than a process?
A. Problem Management
B. Change Management
C. Incident Management
D. Service Desk
Which ITIL process includes the activity of describing and registering all components in the IT infrastructure?
A. Configuration Management
B. Capacity Management
C. Problem Management
D. Service Level Management
A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours?
A. Change Management
B. Service Level Management
C. Configuration Management
D. Availability Management
An analysis has been made regarding the expansion of the customer information database. The result indicates that the mainframe disk capacity must be increased, to accomodate the expected growth of the database in the foreseeable future. Which process is responsible for sharing this information on time, to make sure that the available disk space is sufficient?
A. Availability Management
B. Capacity Management
C. Security Management
D. Change Management
How can an organization determine the effectiveness of the Service Level Management process?
A. by checking contracts with suppliers
B. by defining service levels
C. by measuring customer satisfaction
D. by reporting on all incidents
Which subject should be one of the standard items on the agenda of a meeting of the Change Advisory Board (CAB)?
A. the wishes of customers to implement Changes
B. the registration of Changes
C. reports from Service Level Management
D. ongoing or concluded Changes
Where are agreements regarding Security Management recorded?
A. in a Service Level Agreement (SLA)
B. in a Configuration Management Database (CMDB)
C. in a Capacity Plan
D. in a Definitive Software Library (DSL)
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