What is the purpose of CobiTTM?
A. to provide a high level process model that organizes a broad range of IT activities
B. to provide a set of detailed practices on how to implement processes and is therefore well suited as aprocess implementation tool
C. to provide a certified measurement framework that legally provides proof of meeting the Sarbanes-Oxley(SOX) requirements
D. to provide a uniform structure to understand, implement and evaluate IT capabilities, performance and risks
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
A. because this is part of the IT Service Management model
B. because this means the incident can be resolved more quickly
C. because this allows incidents to be better tracked
D. because otherwise Problem Management cannot work
What must be included in a well defined Process structure?
A. expected results
B. functions
C. statistical support
D. timelines
What is known as a temporary solution that enables the user to continue working?
A. Known Error
B. Request For Change (RFC)
C. Service Request
D. Workaround
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?
A. Business Relationship Management
B. Change Management
C. Release Management
D. Service Level Management
Different types of events are reported to the Service Desk. Which event is an incident?
A. Information about the rollout of a specific application
B. A notification that a new toner cartridge has just been installed in a printer
C. A report that the printer is not working
D. A request for the installation of a new bookkeeping package
What has to be included in a well defined process?
A. Expected outcomes
B. Functions
C. Statistical support
D. Timelines
What would increase the amount of detail in the Configuration Management Database (CMDB)?
A. Increasing the scope of the CMDB
B. Increasing the number of attributes of each Configuration Item (CI) in the CMDB
C. Increasing the number of records in the CMDB
D. Increasing the use of the CMDB
One of the activities of Problem Management is the analysis of historical Incident and Problem data held in the Configuration Management Database (CMDB) in order to understand trends. Which aspect of Problem Management accomplishes this?
A. Error Control
B. Identification of root causes
C. Proactive Problem Management
D. Problem Control
Quality Management Systems can assist organizations in enhancing what?
A. Customer satisfaction
B. ISO/EC 20000
C. Relationship with third parties
D. Supplier satisfaction
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