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Question No 1

With which of the following processes is Problem Management least likely to interface on a regular basis?

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Question No 2

Which of the following places Problem Management activities in the correct order:

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Identify and record, classify, investigate and diagnose, raise an RFC, review the change

Investigate and diagnose, raise an RFC, classify, identify and record

Identify and record, investigate and diagnose, raise an RFC, classify, review the change

Review a change, classify, identify and record, investigate and diagnose, raise another RFC

Question No 3

Which of the following activities may, exceptionally, be omitted for an urgent change? 1. Recording that the change has been made 2. Testing the change 3. Holding a CAB meeting 4. Establishing a back-out plan

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Question No 4

Why is Service Management so important to IT service providers?

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The success of many businesses depends upon the quality of their IT

It's the only way to manage IT in the Internet age

It's contained within the IT Infrastructure Library

It's the first non-proprietary initiative for the management of IT systems

Question No 5

Which of the following is NOT the responsibility of the Release Management process?

Choose the Choices:

The physical aspects of software control

Ensuring that the accuracy of CMDB entries concerning software CIs is maintained

Helping to determine the software release policy

Distributing software

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