The BEST description of an incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption to service or a reduction in the quality of service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Which of the following statements about service asset and configuration management is/are CORRECT?
1.
A configuration item (CI) can exist as part of any number of other CIs at the same time
2.
Choosing which CIs to record will depend on the level of control an organization wishes to exert
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A. A capacity database
B. A definitive media library
C. A request for change
D. A known error database
A Service design package (SDP) would normally be produced for which of the following?
1.
A new IT service
2.
A major change to an IT service
3.
An emergency change to an IT service
4.
An IT service retirement
A. 2, 3 and 4 only
B. 1, 2 and 4 only
C. None of the above
D. All of the above
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A change
B. A change model
C. A change request
D. A change advisory board
Which of the following statements about standard changes are CORRECT?
1.
The approach is pre-authorized
2.
The risk is usually low and well understood
3.
Details of the change will be recorded
4.
Some standard changes will be triggered by the request fulfillment process
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
What is the BEST description of an operational level agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
A. A service object
B. An incident
C. A change
D. A known error
Which one of the following is the BEST definition of an event?
A. Any change of state that has significance for the management of a configuration item (CI) or IT service
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
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