CMS7 Online Practice Questions and Answers

Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

A. Extreme focus on cost

B. Extreme focus on responsiveness

C. Vendor focused

D. Extreme internal focus

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A. The Request Fulfillment Process Manager

B. The Request Fulfillment Process Owner

C. The Service Manager

D. The Service Desk Manager

What is the definition of an Alert?

A. A type of Incident

B. A warning that a threshold has been reached or that something has changed

C. An error message to the user of an application

D. An audit report that indicates areas where IT is not performing according to agreed procedures

Which of the following does the Availability Management process include?

1.

Ensuring services are able to meet availability targets

2.

Monitoring and reporting actual availability

3.

Improvement activities, to ensure that services continue to meet or exceed their availability goals

A. 1 only

B. All of the above

C. 1 and 2 only

D. 1 and 3 only

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A. The ECAB considers every high priority Request for Change

B. Amongst the duties of the ECAB is the review of completed emergency changes

C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

D. The ECAB will be chaired by the IT Director

Which of the following is the CORRECT definition of a Release Unit?

A. A measurement of cost

B. A function described within Service Transition

C. The team of people responsible for implementing a release

D. The portion of a service or IT infrastructure that is normally released together

Who owns the specific costs and risks associated with providing a service?

A. The Service Provider

B. The Service Level Manager

C. The Customer

D. The Finance department

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. Service Level Management

B. Problem Management

C. Change Management

D. Event Management

Which of the following availability management activities are considered to be proactive as opposed to reactive?

1.

Monitoring system availability

2.

Designing availability into a proposed solution

A. Neither of the above

B. Both of the above

C. 1 only

D. 2 only

Which areas of service management can benefit from automation?

1.

Design and modelling

2.

Reporting

3.

Pattern recognition and analysis

4.

Detection and monitoring

A. 1, 2 and 3 only

B. 1, 3 and 4 only

C. 2, 3 and 4 only

D. All of the above