Question 1

Who must always authorize a Request for Change before the change is built and tested?

Accepted Answer

The Change Manager must always authorize a Request for Change before the change is built and tested. The Configuration Manager is responsible for managing the configuration items themselves, but does not have the authority to authorize changes. The Change Initiator is the person who identifies the need for a change and submits the Request for Change, but does not have the authority to authorize the change. Release Management is responsible for coordinating and managing the deployment of changes to production environments, but does not have the authority to authorize the change itself.

Question 2

As part of your IT Continuity Planning you have been asked to undertake a comprehensive Risk Analysis. Which of the following is most likely to be of use to you in drawing up your plan?

Accepted Answer

A comprehensive Risk Analysis requires an understanding of the criticality of each IT service to the business. A Service Catalogue and knowledge of the business criticality of each service can help in identifying the most essential services and prioritizing them for recovery in the event of a disruption. The Forward Schedule of Change (A) is useful for planning changes to the IT infrastructure, but may not be directly related to IT continuity. Operational Level Agreements (C) specify the level of service to be provided to users and may not provide enough information for a full Risk Analysis. The report produced by Incident Management (D) may be useful in identifying past incidents and their impact, but may not provide enough information for a comprehensive Risk Analysis.

Question 3

In Availability Management, Confidentiality and Integrity are elements of:

Accepted Answer

Confidentiality and integrity are key components of security, which is a separate aspect of availability. While reliability, serviceability, and maintainability all contribute to overall availability, confidentiality and integrity specifically relate to the security of the system and its information.

Question 4

Typically, the decision on what should be the lowest level of CI recorded is influenced mostly by:

Accepted Answer

The decision on the lowest level of CI recorded is based on the level at which components will be independently changed. This ensures that each component can be tracked and managed separately, making it easier to maintain and troubleshoot the system.

Question 5

An overhead would normally be regarded as which of the following?

Accepted Answer

Overhead is typically considered an indirect cost, as it includes expenses associated with running a business that are not directly attributable to a specific product or department. Examples of overhead costs include rent, utilities, and salaries of non-production employees.

Question 6

Which of the following is NOT a valid attribute of a hardware CI?

Accepted Answer

The number of items held is related to inventory management, not a specific attribute of a hardware configuration item (CI).

Question 7

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management?

Accepted Answer

Incident Management focuses on restoring services as quickly as possible, while Problem Management aims to identify and implement permanent solutions to prevent future incidents. These goals can sometimes conflict, as Incident Management may prioritize restoring services quickly over finding a permanent solution, while Problem Management may prioritize finding a permanent solution over restoring services quickly. However, it is important for both teams to work together and communicate effectively to ensure the best outcome for the organization.

Question 8

At what point should capacity requirements of a proposed system be first considered?

Accepted Answer

Capacity requirements should be considered as early as possible in the system development lifecycle to ensure that the system is designed and built to meet the necessary performance and scalability requirements. Waiting until the system is implemented can result in costly and time-consuming rework if the system is not able to handle the expected load or user demand. Similarly, waiting until just before the system goes live can be too late to make significant changes and can increase the risk of failure during the launch. Therefore, it is important to consider capacity requirements from the outset of the project.

Question 9

Which one of the following is NOT the responsibility of a Service Level Manager?

Accepted Answer

Assessing the full impact of proposed changes to services is typically the responsibility of a Change Manager, not a Service Level Manager.

Question 10

Which of the following is least likely to be a direct benefit of implementing a formal Incident Management process?

Accepted Answer

Incident volume reduction is not a direct benefit of implementing an Incident Management process, as the process focuses on managing and resolving incidents efficiently rather than reducing their occurrence.

Question 11

The Requirements and Strategy phase of the Business Continuity Life-cycle comprises:

Accepted Answer

The Requirements and Strategy phase of the Business Continuity Life-cycle involves conducting a Business Impact Analysis to identify critical business functions and processes, conducting a Risk Assessment to identify potential threats and vulnerabilities, and developing a Business Continuity Strategy to mitigate the identified risks and ensure continuity of critical business functions in the event of a disruption.

Question 12

The CMDB:

Accepted Answer

The CMDB holds information that is useful to almost all IT Service Management processes, but it does not necessarily need to be updated 24/7, nor does it need to be verified monthly with trend reports distributed to management quarterly. The frequency of updates and verification will depend on the organization's specific needs and policies.

Question 13

Which of these statements reflect the activities of IT Financial Management? 1. IT Financial Management may calculate the prices to be charged for IT services 2. IT Financial Management ensures that the IT department charges those who benefit from IT

Accepted Answer

IT Financial Management is responsible for calculating the prices to be charged for IT services, but it does not necessarily ensure that the IT department charges those who benefit from IT. Charging is a separate activity that may or may not be implemented.

Question 14

Which of the following statements is INCORRECT?

Accepted Answer

All changes, whether urgent or non-urgent, should go through the Change Management process. Urgent changes may need to be reviewed more quickly and by a smaller group of people, such as the CAB Emergency Committee, but they should still be reviewed. Skipping the review process can lead to unnecessary risks and potential negative impacts on the business.

Question 15

Consider the following activities: 1. The analysis of raw data 2. The identification of trends 3. The definition of Service Management processes 4. The implementation of preventive measures Which of the above should be easier after implementing a good IT Service Management software tool?

Accepted Answer

A good IT Service Management software tool can facilitate the analysis of raw data, help identify trends, and assist in implementing preventive measures by providing better data management, reporting, and automation capabilities.

Question 16

Which of the following activities are NOT part of IT Accounting?

Accepted Answer

Budgeting is not part of IT Accounting.

Question 17

Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff

Accepted Answer

1. Functional escalation is important to ensure that incidents are resolved quickly and the right resources are involved in the resolution process. 
2. While all calls to the Service Desk may not necessarily be incidents, it is important to log and categorize them appropriately in case they turn out to be incidents or service requests. 
3. Service requests are typically handled by the Service Desk staff, as they are usually routine requests that do not require specialized knowledge or resources.

Question 18

The major difference between a CMDB and an asset register is that CMDB holds information on:

Accepted Answer

A CMDB (Configuration Management Database) holds information on the relationships between different components in the IT environment, which is a key differentiator from a simple asset register.

Question 19

During the release planning stage, you identify that the changes you are about to make to a service will necessitate changes in related software systems. Once all the changes have been fully tested, which type of release will be used to deliver them into the live environment?

Accepted Answer

The answer of During the release planning stage, you identify...

Question 20

From a well-informed User's perspective, which of the following is a likely sequence in the management of a service failure?

Accepted Answer

The most likely sequence in the management of a service failure is Incident Management, Problem Management, Change Management, and Release Management. Incident Management deals with the immediate resolution of the problem, Problem Management deals with identifying the root cause and finding a permanent solution, Change Management deals with implementing the solution, and Release Management deals with verifying the solution and ensuring its successful deployment. Therefore, option B is the correct sequence.

Exam 4: Certified Quality Improvement Associate