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1: Which process is responsible for ensuring that the CMDB has been updated correctly?

A.   Change Management

B.   Problem Management

C.   Configuration Management

D.   Release Management

2: Which of the following details must be recorded for every CI in the CMDB?

A.   Type identity

B.   Unique identifier

C.   Version number

D.   Both A and B

E.   All of the above

3: Items of information stored in the CMDB relating to a specific CI are known as?

A.   Components

B.   Features

C.   Characteristics

D.   Attributes

4: A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). Which of the items below would NOT normally be regarded as a CI?

A.   A user name

B.   A video monitor

C.   A procedure

D.   A bought-in software package

5: A serious incident has occurred. The assigned solution team is unable to resolve this incident within the agreed time. The Incident Manager is called in. Which form of escalation describes the above sequence of events?

A.   Formal escalation

B.   Functional escalation

C.   Hierarchical escalation

D.   Operational escalation

6: From which document can the Incident Management process obtain information about when and to whom it must escalate issues if required?

A.   The Service Improvement Program

B.   The Service Catalogue

C.   The organization chart

D.   The Service Level Agreement

7: Which of the following is NOT a Problem Management responsibility?

A.   Ownership of an incident throughout its lifecycle

B.   Investigation & Diagnosis

C.   Raising Requests for Change

D.   Maintenance of a known error database

8: How does Problem Management support the Service Desk activities?

A.   It resolves serious incidents for the Service Desk.

B.   It studies all incidents resolved by the Service Desk.

C.   It relieves the Service Desk by communicating the resolution directly to the user.

D.   It makes information on a Known Error available to the Service Desk.

9: Under an ITIL Change Management process, once a change has been built, who should undertake testing?

A.   The change builder

B.   The Change Manager

C.   The Change Advisory Board

D.   An independent tester

10: The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. Which process grants such permission?

A.   Change Management

B.   Configuration Management

C.   Incident Management

D.   Service Level Management

11: What is the description of the term Confidentiality as part of the Security Management process?

A.   Protection of the data against unauthorized access and use

B.   Ability to access data at any moment

C.   The correctness of the data

D.   The capacity to verify that the data is correct

12: Which of these is not part of Capacity Management?

A.   Tuning

B.   Maintainability

C.   Application sizing

D.   Demand Management

13: Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology?

A.   Capacity Management

B.   Change Management

C.   Configuration Management

D.   Financial Management for IT Services

14: The Service Level Manager requires confirmation that the internal Service Desk can answer a certain percentage of calls within 10 seconds. In which document would the Service Desk’s agreement to this requirement be recorded?

A.   Internal Specification Sheet

B.   Operational Level Agreement

C.   Service Level Agreement

D.   An underpinning third party contract

15: In which two service Management processes would you be most likely to use a risk analysis and management methodology?

A.   Change & Cost Management

B.   Availability Management & IT Service Continuity Management

C.   Incident & Change Management

D.   Service Level Management & IT Service Continuity Management