Which of the following questions can not be answered directly from the Configuration Management Database (CMDB)?

A. Which Requests for Change have been submitted for a specific server?

B. Which Configuration Items does a specific service consist of?

C. Which members of staff of department X have moved to department Y?

D. What incidents or problems have there been for this PC?

Which ITIL process ensures that the information that has been made available satisfies the specified information security requirements?

A. Availability Management

B. Security Management

C. IT Service Continuity Management

D. Service Level Management

Which ITIL process has the following objective? Correcting malfunctions in the services as quickly as possible by minimizing the consequences of the malfunctions, so that the user is hindered as little as possible.

A. Change Management

B. Availability Management

C. Incident Management

D. Problem Management

Which ITIL process is responsible for tracing the underlying cause of errors?

A. Problem Management

B. Security Management

C. Capacity Management

D. Incident Management

Which activity is not a Service Desk activity?

A. solving a Problem

B. relating an incident to a Known Error

C. registering Incidents

D. applying temporary fixes

Software is checked for viruses before it goes into the Definitive Software Library (DSL). What ITIL process is responsible for ensuring that only virus-free software is put into the DSL?

A. Release Management

B. Application Management

C. Capacity Management

D. Configuration Management

Which of the following statements about the Service Catalogue is correct?

A. It describes only those services that are also included in the Service Level Agreement (SLA).

B. It can be used instead of an SLA.

C. It is necessary in order to draw up an SLA.

D. It describes all services that can be supplied by the IT management organization.

What is the use of additional technical expertise in the Incident Management process called?

A. functional escalation

B. problem analysis

C. incident classification

D. resolution and recovery of the incident

What does Mean Time To Repair (MTTR) mean?

A. average time between two consecutive incidents

B. average downtime of a service

C. average time of the breakdown-free period within a measured period

D. average uptime of a service

Which of the following parties involved in an incident determines whether that incident can be closed?

A. employee of the Service Desk

B. user

C. purchaser of the services

D. Service Manager