ITIL Sample Test 3 Notes

Question 1

The security enforcement lifecycle model is

Answer 1

Threat, Incident, Damage, Control. In the event a security incident occurs, it must first be detected; subsequent measures to repress or minimize the damage are then taken.

Question 2

_____ changes are non-emergency changes.

Answer 2

Normal

Question 3

Minor normal changes are handled by the _____ _____.

Answer 3

Change Mananger

Question 4

Significant normal changes are approved by the _____ _____ _____.

Answer 4

Change Advisor Board

Question 5

Major normal changes are approved by the _____ _____ _____.

Answer 5

IT Management Board

Question 6

What type of analysis must be conducted before implementing a security measure?

Answer 6

Cost-Benefit Analysis
A cost-benefit analysis must be conducted before implementing a security measure, to ensure the measure is appropriate for both the threat risk and potential loss.

Question 7

The processes that support _____ _____ are Event Management, Incident Management, Problem Management, Request Management, and Access Management.

Answer 7

Support Operation

Question 8

It is important that the _____ _____ function be made up of both support and design staff to ensure that a quality, supportable design is implemented. (Specialist Technical Architects and Designers and Specialist Maintenance and Support Staff

Answer 8

Technical Management

Question 9

_____/_____ Contraints such as bandwidth throttling and session timeouts, and _____ Constraints such as penalties for usage in excess of base levels are methods for controlling demand and usage of services.

Answer 9

Physical/Technical

Financial

Question 10

_____ _____ is carried out in the Service Design, Service Operation, and CSI phases.

Answer 10

Supplier Management

Question 11

Plans used to record all improvement actions and plans agreed upon between suppliers and service providers.

Answer 11

Supplier Service Improvement Plans

Question 12

Which role is responsible for ensuring SLA targets for incident resolution are met?

Answer 12

Incident Manager

Question 13

Service Level Management processes are found within which two lifecycle phases?

Answer 13

Service Design and CSI

Question 14

Service Desk, Technical Management, Application Management, and IT Operations Management are _____ _____ operation functions. Event Management is a _____ _____ process.

Answer 14

Service Operation

Question 15

Security Process Model

Answer 15

Threat, Incident, Damage, Control

Question 16

____ ____ are intended to handle and log large volume of calls, and typically have low resolution rates on the first customer contact. Calls are usually routed to more specialized staff for resolution.

Answer 16

Call Centers