How is a change that must be made quickly called?
A. an urgent change
B. a fast change
C. an unplanned change
D. a standard change
Which ITIL process provides an insight, through the Modeling activity, into trends that could cause performance problems in the future?
A. Availability Management
B. Incident Management
C. Service Level Management
D. Capacity Management
Which aspects are described in a Service Level Agreement (SLA)?
A. the company strategy
B. the technological developments that can affect the services offered
C. the quality, expressed in quantity and costs, of the services offered
D. the costs and expected revenue of the services offered
Software is checked for viruses before it goes into the Definitive Software Library (DSL). What ITIL process is responsible for ensuring that only virus-free software is put into the DSL?
A. Release Management
B. Configuration Management
C. Capacity Management
D. Application Management
What is the basis of the ITIL approach to Service Management?
A. interrelated activities
B. departments
C. IT resources
D. officials
Which of the following questions can not be answered directly from the Configuration Management Database (CMDB)?
A. Which Requests for Change have been submitted for a specific server?
B. Which Configuration Items does a specific service consist of?
C. Which members of staff of department X have moved to department Y?
D. What incidents or problems have there been for this PC?
Which of the following is a benefit of using ITIL?
A. that the users can influence the IT organization providing the IT services
B. that the organization around the IT services can be set up faster
C. that it is finally possible to charge for IT services
D. that the quality and the costs of the IT services can be controlled more efficiently
Where are the statuses of changes recorded?
A. in the Configuration Management Database (CMDB)
B. in the Known Error database
C. in the Change database
D. in the Definitive Software Library (DSL)
Where are activities documented with the aim of improving an IT service?
A. Service Improvement Program (SIP)
B. Service Quality Plan (SQP)
C. Service Level Agreement (SLA)
D. Service Catalogue
Which data, for a new Configuration item (CI), is recorded in the Configuration Management Database (CMDB)?
A. the Request for Change number for the Configuration Item
B. the impact of the Configuration Item
C. repairs to the Configuration Item
D. the relationship to other Configuration Items
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