The cash registers in a supermarket experience network disruptions daily between 4 p.m. and 6 p.m. Which ITIL process is responsible for solving these difficulties on a structural basis?
A. Capacity Management
B. Availability Management
C. Problem Management
D. Incident Management
Which ITIL process aims to prevent incidents resulting from changes to the IT infrastructure?
A. Problem Management
B. Availability Management
C. Incident Management
D. Change Management
What is the use of additional technical expertise in the Incident Management process called?
A. functional escalation
B. problem analysis
C. incident classification
D. resolution and recovery of the incident
A number of new PCs have been installed at a company's offices. For which of the following activities was Configuration Management responsible?
A. recording data regarding the PCs
B. establishing the correct links in the Local Area Network
C. installing software
D. making available the necessary user's manuals
In company X a specific component of the IT infrastructure has been modified. This could have consequences for other components. What ITIL process should be set up in order to provide good insight into these consequences?
A. Availability Management
B. Change Management
C. Capacity Management
D. Configuration Management
The Deming quality circle is a model for control based on quality. Which step in this model must be taken first?
A. measurement
B. adjustment
C. planning
D. implementation
Which ITIL process is responsible for annually allocating the costs of Underpinning Contracts?
A. Capacity Management
B. Service Level Management
C. Availability Management
D. Financial Management for IT Services
What is the first activity when implementing a release?
A. designing and building a release
B. communicating and preparing the release
C. compiling the release schedule
D. testing a release
Which ITIL process is responsible for tracing the underlying cause of errors?
A. Problem Management
B. Security Management
C. Capacity Management
D. Incident Management
What is meant by the urgency of an incident?
A. the time needed by IT Services to resolve the incident
B. the degree to which the incident gives rise to a deviation from the normal service level
C. the degree to which the solution of an incident tolerates delay
D. the relative importance of the incidents when handling them
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