In IT Service Continuity Management various precautionary measures are taken, for example using an emergency power provision. Which of the following ITIL processes could also initiate this kind of measure?
A. Availability Management
B. Incident Management
C. Capacity management
D. Change Management
When must a Post Implementation Review take place?
A. at the request of the person who submitted the Change request
B. in case of emergency changes
C. if another incident of the same type occurs again after a Change has been made
D. after every Change
Which activity takes place immediately after recording and registering an incident?
A. classification
B. matching
C. analysis and diagnosis
D. solving and restoring
Which ITIL process has the task of classifying incoming interruption reports?
A. Change Management
B. Problem Management
C. Security Management
D. Incident Management
Which activity is not the responsibility of IT Service Continuity Management?
A. analyzing risks
B. executing impact analyses of incidents related to the back-out facilities
C. drawing up back-out scenarios
D. testing back-out arrangements
Which of the following statements about the Service Catalogue is correct?
A. It describes only those services that are also included in the Service Level Agreement (SLA).
B. It can be used instead of an SLA.
C. It is necessary in order to draw up an SLA.
D. It describes all services that can be supplied by the IT management organization.
Which of the following describes the basic concept of Integrity in the Security Management process?
A. the capacity to verify the correctness of the data
B. the correctness of the data
C. access to the data at any moment
D. protection of the data against unauthorized access and use
Users have complained about the e-mail service. An evaluation of the service has been performed. Which activity takes place after the evaluation of a service?
A. adjusting of the service
B. defining Service Levels
C. monitoring of Service Levels
D. compilation of Service Level Reports
In the Service Level Management Process, what happens during the activity called "monitoring"?
A. guarding agreements with the customer
B. acquiring customers
C. guarding negotiations with the customer
D. identifying the needs of customers
Reports of different types arrive at a Service Desk. Which of the following reports is an incident?
A. a request for the installation of a new bookkeeping package
B. a report that the printer is not working
C. a question about where the manual is
D. information about the departure time of the train to London
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