Quiz 4

Question 1

1. The objective of Service Asset & Configuration Management is most accurately described as?

A. To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to service levels

B. To manage service assets and CIs from an operational perspective

C. To ensure that assets and CIs deliver the business outcomes they were designed to achieve

D. To define and control the components of services and infrastructure and maintain accurate configuration records

Answer 1

D

Question 2

2. The objective of Change Management process is most accurately described as?

A. Ensuring that all Changes are recorded, managed, tested, and implemented in a controlled manner

B. Ensuring that Changes to IT infrastructure are managed efficiently and effectively

C. Ensuring that all Changes have appropriate back-out plans in the event of failure

D. Protecting services by not allowing Changes to be made

Answer 2

A

Question 3

3. Which of the following statements are CORRECT?
4. Service Transition provides guidance on moving new and changed services into production
5. Service Transition provides guidance on testing
6. Service Transition provides guidance on the transfer of services to or from an external service provider

A. 1 & 2 only
B. 1 only
C. 1 & 3 only
D. All of the abov

Answer 3

D

Question 4

4. Which of the following are aims of the Release and Deployment process?
5. To ensure there are clear release and deployment plans
6. To ensure that skills and knowledge are transferred to operations and support staff
7. To ensure there is minimal unpredicted impact on production services, operations and support

4. To provide cost justifiable IT capacity that is matched to the needs of the business 
A. 1, 2, and 3 only 
B. All of the above 
C. 1 and 3 only 
D. 1, 3, and 4 only

Answer 4

A

Question 5

5. Which of these is NOT a type of Change?

A. Standard Change
B. Normal Change
C. Critical Change
D. Emergency Change

Answer 5

C

Question 6

6. What is the role of the emergency Change Advisory Board (ECAB)?

A. To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods

B. To assist the Change Manager by implementing Emergency Changes

C. To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved

D. To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur

Answer 6

C

Question 7

7. The following options are considered within which process?
   Big Bang vs. Phased
   Push and Pull
   Automated vs. Manual

A. Incident Management
B. Release and Deployment Management
C. Service Asset and Configuration Management
D. Service Catalogue Management

Answer 7

B

Question 8

8. Which of the following would NOT be stored in the Definitive Media Library (DML)?

A. Master copies of software
B. Copy of Change Schedule
C. Software licenses
D. Master copies of manuals

Answer 8

B

Question 9

9. Which is the CORRECT order of the Knowledge Management Model?

A. Data, Wisdom, Information, Knowledge
B. Wisdom, Knowledge, Data, Information
C. Information, Wisdom, Knowledge, Data
D. Data, Information, Knowledge, Wisdom

Answer 9

D

Question 10

10. Which of the following is NOT a layer of the Configuration Management System?

A. Information Integration Layer
B. Data Layer
C. Wisdom Layer
D. Presentation Layer

Answer 10

C