When planning a quality approach to the Service management system, what needs to be considered to ensure on-going compliance with the service providers corporate objectives / requirements?
A. Any processes and policies defined by the company
B. IT service management best practices
C. The budget available to allocate resources
D. The time to update the process documentation
What is the purpose of defining a Service management system?
A. to ensure that new services are deliverable and manageable against the customer requirements
B. to realize a Management System framework for IT Service Management
C. to provide policies and a framework to enable effective management and implementation of all services
D. to safeguard the implementation and delivery of Service Management
What triggers a re-test of the Service continuity and availability plans?
A. a major change to the service environment
B. a major disaster having occurred
C. significant periods of unplanned non-availability
D. six months having passed since the last test
A number of new PCs have been installed at a company's offices. For which activity was the Configuration management process responsible?
A. Establishing the correct links in the Local Area Network
B. Installing software
C. Making available the necessary user's manuals
D. Recording data regarding the PCs
Why would an IT service provider adopt the C0bITTM framework?
A. to adopt a high level process model that organizes a broad range of IT activities
B. to adopt a set of detailed practices on how to implement processes and is therefore well suited as a process implementation tool
C. to adopt a certified measurement framework that legally provides proof of meeting the SarbanesOxley (SOX) requirements
D. to adopt a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
A service provider discovers root cause of repetitive incident. The budget does not allow a permanent resolution.
What actions must the service provider now take?
A. Develop an action that will mitigate the impact of the problem on the service
B. Escalate the information to Availability management for a service design change
C. Reclassify the problem as an incident so mitigating actions will occur
D. Record the root cause and close the problem
Which of the documents below should be available as evidence of Service management planning and operations?
A. an Ishikawa (Fishbone) diagram
B. policies and plans for service compliance
C. risk and impact checklists
D. work instructions for storage monitoring
The rollout of an application software upgrade has been planned. However, a back-out plan has not been developed.
Which process or function should have provided the back-out plan?
A. Availability management
B. Change management
C. Release management
D. Service desk
Which process or function has the objective of recording and providing technical information about the if infrastructure?
A. Budgeting and accounting for services
B. Configuration management
C. Service desk
D. Service level management
What is the intent of Design and transition of new or changed services?
A. to ensure that all Changes are assessed, approved, implemented and reviewed in a controlled manner
B. to ensure that approved Changes in the IT infrastructure are implemented with acceptable risks for the current and new IT services
C. to ensure that new services and changes to services will be deliverable and manageable at the agreed cost and service quality
D. to ensure that standard methods and procedures are used so that Changes can be handled quickly and with the lowest possible negative impact on service quality
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