ISEB BH0-001

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

A. IT Financial Management
B. Change Management
C. Incident Management
D. Availability Management

Which of the following places Problem Management activities in the correct order: A. Identify and record, classify, investigate and diagnose, raise an RFC, review the change B. Investigate and diagnose, raise an RFC, classify, identify and record C. Identify and record, investigate and diagnose, raise an RFC, classify, review the change D. Review a change, classify, identify and record, investigate and diagnose, raise another RFC

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 A. All of them B. 2 and 4 C. 2 and 3 D. 3 and 4

Why is Service Management so important to IT service providers? A. The success of many businesses depends upon the quality of their IT B. It's the only way to manage IT in the Internet age C. It's contained within the IT Infrastructure Library D. It's the first non-proprietary initiative for the management of IT systems

Which of the following is NOT the responsibility of the Release Management process? A. The physical aspects of software control B. Ensuring that the accuracy of CMDB entries concerning software CIs is maintained C. Helping to determine the software release policy D. Distributing software

A service-based (rather than a customer-based) SLA: A. Covers all services for a particular customer B. Covers a set of similar services, for a single customer C. Covers all services D. Covers a single service, for all of the customers of that service

Possible problems with Change Management include: A. Greater ability to absorb a large volume of change B. Increased visibility and communication of changes C. Lack of ownership of impacted services D. Better alignment of IT services to actual business needs

Which of these is/are TRUE? 1. Functional escalation is an essential part of the Incident Management process 2. All calls to the Service Desk should be treated as incidents 3. Service Requests can be handled by Service Desk Staff A. 1 and 3 B. All three of them C. Only 1 D. 1 and 2

Who must always authorise a Request for Change before the change is built and tested? A. The Configuration Manager B. The Change Initiator C. The Change Manager D. Release Management

Why is there sometimes conflict between the goals of Incident Management and those of Problem Management? A. Because specialist support staff do not properly document the work-arounds they identify which consequently prevents the 1st line support staff from applying them the next time the incident occurs B. Because Problem Management is often carried out by technical staff who also have operations responsibilities and who cannot allocate enough resources to problem solving C. Because Problem Management is focusing on identifying permanent solutions and therefore the speed with which these solutions are found is of secondary importance D. Because Problem Management staff rarely give feedback spontaneously, forcing the 1st line support staff to chase them

Which one of the following is NOT the responsibility of a Service Level Manager? A. Analysing and reviewing agreed service levels B. Maintaining the service catalogue C. Negotiating requests for service D. Assessing the full impact of proposed changes to services

Which of the following statements is INCORRECT? A. Urgent and non-urgent changes follow the same Change Management process B. High risk, urgent changes should be considered by the CAB Emergency Committee C. Urgent changes need not necessarily be reviewed, unless there is time to do so D. The justification for urgent changes should always be based on sound business reasons

In Availability Management, Confidentiality and Integrity are elements of: A. Reliability B. Serviceability C. Security D. Maintainability

From a well-informed User's perspective, which of the following is a likely sequence in the Management of a service failure? A. Incident Management, Problem Management, Release Management, Change Management B. Incident Management, Problem Management, Change Management, Release Management C. Change Management, Incident Management, Problem Management, Release Management D. Incident Management, Change Management, Release Management, Problem Management

At what point should capacity requirements of a proposed system be first considered? A. Leave it until the system is implemented and see if the system works O.K. B. As early as possible C. When the Development Manager has completed testing and passes the system to Operations for operational testing D. Just before the system goes live