41. Which one of the following is the BEST description of a relationship in service asset and configuration management?
B. Describes the topography of the hardware
C. Defines which software should be installed on a particular piece of hardware
D. Defines how version numbers should be used in a release
ANSWER. A. Describes how the configuration items (CIs) work together to deliver the services
42. 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
ANSWER. A. All of the above
43. Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
A. 1 and 3 only
B. All of the above
C. 1, 2 and 3 only
D. 2 and 4 only
ANSWER. C. 1, 2 and 3 only
44. Which one of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Restoring normal service operation as quickly as possible
D. Eliminating recurring incidents
ANSWER. C. Restoring normal service operation as quickly as possible
45. Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.
A. 2 only
B. 1 only
C. Both of the above
D. Neither of the above
ANSWER. C. Both of the above
46. Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1,2 and 3 only
ANSWER. D. 1,2 and 3 only
47. In which of the following should details of a workaround be documented?
A. The service level agreement (SLA)
B. The IT service plan
C. The availability management information system
D. The problem record
ANSWER. D. The problem record
48. Which one of the following is NOT a characteristic of a process?
A. It structure an organization
B. It delivers specific results
C. It responds to specific events
D. It is measureable
ANSWER. A. It structure an organization
49. Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
A. To ensure that a service managed and operated accordance with constraints specified during design
B. To plan the resources required to manage a release
C. To provide good-quality knowledge and information about services
D. To design and develop capabilities for service management
ANSWER. D. To design and develop capabilities for service management
50. Which of the following BEST describes technical management?
A. A function responsibilities for facilities management and building control systems
B. A function that provides hardware repair services for technology involved in the delivery of service to customers
C. Senior managers responsibilities for all staff within the technical support function
D. A function that includes providing technical expertise and overall management of the IT infrastructure
ANSWER. D. A function that includes providing technical expertise and overall management of the IT infrastructure a
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