Q: Which of the following could be defined as a service request?
1. "Is the service available at weekends?"
2. "How do I get training on this application?"
3. "I need this application changed to include a web interface"
4. "We have a new member of staff starting. Can you set them up on the system?"
1, 2, and 4
1, 2, and 3
3 and 4
All the answers are correct.
Q: Requests can be fulfilled by the following:
1. Service desk staff
2. Second-line staff
3. Service level manager
4. Business relationship manager
All the answers are correct.
1 and 3
2 and 3
1 and 2
Q: How is the process of access management used in the service operation stage of the service lifecycle?
Access management is used to ensure the correct people are able to use the correct systems in the correct way.
Access management is used to manage the security technology in the infrastructure.
Access management is used to maintain security controls over the business environment.
Access management is used to ensure the active directory entries are audited for accuracy.
Q: What is meant by the term request fulfillment in the ITIL framework?
Request fulfillment is a process for managing the requests from users to the IT department.
Request fulfillment is used to deliver non-IT-related business components to the users.
Request fulfillment is a means of managing the changes that users request in the IT environment.
Request fulfillment is the report produced on the number of password resets carried out by the IT department
Q: Which of the following processes essentially executes policies defined in IT security management?
Access management
Data management
Policy management
Event management
Q: Which of the following is used to filter and categorize events and to decide on appropriate actions?
Application management
Access management
Data management
Event management
Q: Which of the following processes is accountable for frequently occurring changes where risk and cost are low?
Incident Management
Request Fulfillment
Access Management
Release Management
Q: Which of the following is responsible for low risk, frequently occurring, and low cost changes?
Request Fulfillment
Demand Management
Incident Management
Deployment Management
Q: Which of the following is responsible for Incident Management?
Service Support
Service Desk
Service Level Management
Service Delivery
Q: Which of the following are types of event monitoring?
1. Passive
2. Virtual
3. Active
4. Standard
All the answers are correct.
1 and 2
2, and 3
1 and 3
Q: Requests must be as follows:
1. Authorized by the CAB
2. Authorized by the budget holder when an expense will be incurred
3. Authorized by technical management
4. May be preauthorized
1 only
1 and 3
2 only
2 and 4
Q: For which of these situations would automation by using event management not be appropriate?
1. Hierarchical escalation of incidents
2. Speeding up the processing of month-end sales figures
3. Notification of "intruder detected" to local police station
4. Running backups
1, 3, and 4
3 and 4
All the answers are correct.
2, and 3
Q: Event management is a key operational process in the service operation lifecycle stage.
What is the purpose of event management?
Event management monitors the infrastructure of the IT services and guarantees that no outages occur in peak times of business usage.
Event management detects events that are significant for the management of the service and ensures the appropriate actions are taken.
Event management monitors the underlying causes of failures and ensures that changes are made to prevent further failures from taking place.
Event management manages failures in the infrastructure and ensures that services are restored to normal working as quickly as possible
Q: Which of the following is the best description of an alert?
The unknown, underlying cause of one or more incidents
An unplanned interruption to a service
A change of state that has significance for the management of a CI
An event that notifies staff of a failure or that a threshold that has been breached
Q: Event management can be used to monitor which of the following?
1. Environmental conditions
2. System messages
3. Staff rosters
4. License use
2, and 3
2, and 4
All the answers are correct.
1 and 2
Q: The request fulfillment process is suitable for which of the following?
Common, low-risk requests with a documented fulfillment procedure
All requests, including RFCs
Only requests that have been approved by the CAB
Emergency requests for change, because the process will ensure a fast implementation
Q: Which of the following is the best description of a request?
A request from a user for information, advice, or a standard change, or access to an IT service
An RFC
The procurement process
A standard change
Q: Which of the following is the best description of access management?
Access management enables authorized access to services and data. Information security management removes or prevents access to nonauthorized staff.
Access management decides what services users should have access to.
Access management is responsible for setting security policies.
Access management grants authorized users the right to use a service, while preventing access to nonauthorized users.