Review Questions

You can find the answers in Appendix A.

1. The request fulfillment process is suitable for which of the following?

A. All requests, including RFCs

B. Only requests that have been approved by the CAB

C. Emergency requests for change, because the process will ensure a fast implementation

D. Common, low-risk requests with a documented fulfillment procedure

2. Requests can be fulfilled by the following:

1. Service desk staff

2. Second-line staff

3. Service level manager

4. Business relationship manager

3. Requests must be as follows:

1. Authorized by the CAB

2. Authorized by the budget holder when an expense will be incurred

3. Authorized by technical management

4. May be preauthorized

4. Which of the following could be defined as a service request?

1. “Is the service available at weekends?”

2. “How do I get training on this application?”

3. “I need this application changed to include a web interface”

4. “We have a new member of staff starting. Can you set them up on the system?”

5. For which of these situations would automation by using event management not be appropriate?

1. Hierarchical escalation of incidents

2. Speeding up the processing of month-end sales figures

3. Notification of “intruder detected” to local police station

4. Running backups

6. Event management can be used to monitor which of the following?

1. Environmental conditions

2. System messages

3. Staff rosters

4. License use

7. Which of the following is the best description of a request?

A. A standard change

B. A request from a user for information, advice, or a standard change, or access to an IT service

C. An RFC

D. The procurement process

8. Which of the following are types of event monitoring?

1. Passive

2. Virtual

3. Active

4. Standard

9. Which of the following is the best description of an alert?

A. An unplanned interruption to a service

B. The unknown, underlying cause of one or more incidents

C. An event that notifies staff of a failure or that a threshold that has been breached

D. A change of state that has significance for the management of a CI

10. Which of the following is the best description of access management?

A. Access management enables authorized access to services and data. Information security management removes or prevents access to nonauthorized staff.

B. Access management grants authorized users the right to use a service, while preventing access to nonauthorized users.

C. Access management is responsible for setting security policies.

D. Access management decides what services users should have access to.