Topic 5: Major Processes
Which of the following BEST describes the purpose of access management?
A.
To provide a channel for users to request and receive standard services
B.
Provides the rights for users to be able to use a service or group of services
C.
To prevent problems and resulting Incidents from happening
D.
To detect security events and make sense of them
Provides the rights for users to be able to use a service or group of services
Which one of the following contains information that is passed to service transition to
enable the implementation of a new service?
A.
A service option
B.
A service transition package (STP)
C.
A service design package (SDP)
D.
A service charter
A service design package (SDP)
Which of the following is the BEST description of a centralized service desk?
A.
The desk is co-located within or physically close to the user community it serves
B.
The desk uses technology and other support tools to give the impression that multiple
desk locations are in one place
C.
The desk provides 24 hour global support
D.
There is a single desk in one location serving the whole organization
There is a single desk in one location serving the whole organization
Which one of the following would NOT involve event management?
A.
Intrusion detection
B.
Recording and monitoring environmental conditions in the data centre
C.
Recording service desk staff absence
D.
Monitoring the status of configuration items
Recording service desk staff absence
Which one of the following is NOT a characteristic of a process?
A.
It is measureable
B.
It delivers specific results
C.
It responds to specific events
D.
It structure an organization
It structure an organization
Remediation planning is BEST described in which of the following ways?
A.
Planning how to recover the cost of a change
B.
Planning the steps required to be taken if a change is unsuccessful
C.
Planning how to compensate a user for a failed change
D.
Planning how to advise the change requestor of a failed change
Planning the steps required to be taken if a change is unsuccessful
Which of the following identifies the purpose of service transition planning and support?
A.
Provide overall planning for service transitions and co-ordinate the resources they
require
B.
Ensure that all service transitions are properly authorized
C.
Provide the resources to allow all infrastructure elements of a service transition to be
recorded and tracked
D.
To define testing scripts to ensure service transitions are unlikely to ever fail
Provide overall planning for service transitions and co-ordinate the resources they
require
Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices
A.
All of the above
B.
1 and 3 only
C.
1 and 2 only
D.
2 and 3 only
All of the above
Which one of the following activities would be performed by access management?
A.
Providing physical security for staff at data centers and other buildings
B.
Managing access to computer rooms and other secure locations
C.
Managing access to the service desk
D.
Managing the rights to use a service or group of services
Managing the rights to use a service or group of services
Which of the following types of service should be included in the scope of service portfolio
management?
1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
A.
1 and 3 only
B.
All of the above
C.
1 and 2 only
D.
2 and 3 only
All of the above
Which statement should NOT be part of the value proposition for Service Design?
A.
Reduced total cost of ownership
B.
Improved quality of service
C.
Improved Service alignment with business goals
D.
Better balance of technical skills to support live services
Better balance of technical skills to support live services
Which process is responsible for the availability, confidentiality and integrity of data?
A.
Service catalogue management
B.
Service asset and configuration management
C.
Change management
D.
Information security management
Information security management
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