Service Management Exam Dump

1. What does CMDB stand for & what is it used for ?
A Configuration Maintenance Database, used for recording all maintenance on Configuration
Items and their relationships to other items.
B Continuity Management Database, used to record all details pertaining to IT Service
Continuity Management
C Configuration Management Database, used to records all information relating to Configuration
Items and their relationships to other items.
D Continuity Maintenance Database, used to record all information relating to IT Service
Continuity Maintenance, including preventative maintenance.
Answer : C
Explanation : The Configuration Management Database is a data store where all information relating to Configuration Items (CI's) is recorded including their relationship to other CI's.

2. Some of the key benefits of providing a well established Service Desk include:
1. Improved Customer Satisfaction
2. Less likelihood of changes failing
3. The provision of more accurate information for Management
4. A single point of contact for customers
5. More efficient usage of support resources
A 1, 2 & 3
B 1, 3, 4 & 5
C 1, 4 & 5
D All are benefits a Service Desk will provide
E None are benefits that a Service Desk will provide
Answer : B
Explanation : A Service Desk brings many benefits to an organisation. Key to these is increased customer satisfaction & perception. Customers benefit from a single point of contact which prevents the need to chase organisation teams for updates or resolutions etc. A service desk will be able to produce more accurate information for management, and ensure that support resources are more productively used. Successful implementation of changes is not a benefit determined by the Service Desk function.

3. True or False: Infrastructure Monitoring will provide support teams with alerts directly allowing for faster resolution. Such alerts do not need to be recorded in the Incident Management tool as there is little added value in this. Typically the incident will be resolved automatically before the customer recognises it.
A True
B False
Answer : False
Explanation : False, it is good practice to automatically record the alert in the Incident Management tool and assign this directly to the support team concerned. This allows for better KPI reporting and for adherence to escalation procedures if the support team do not respond in the agreed service level required.

4. Of the below statements which is the best definition of Service Management
A Managing service & support to ensure customer expectations are managed and met or
B Creation of best practice processes that are repeatable and ensure all staff have a common
understanding of terms to be used.
C Proper use of People, Process and Technology ensuring that IT Service Delivery fulfils
business requirements in an efficient and effective manner.
Answer : C
Explanation : People, Processes & Technology are at the heart of IT Service Management, therefore C is the most appropriate answer.

5. In terms of Geography, what are the 3 classifications of Service Desk type ?
A Localised, Centralised, Outsourced
B Centralised, Outsourced, Expert
C Localised, Centralised, Expert
D Localised, Centralised, Virtual
Answer : D
Explanation : Be sure to read the questions & answers carefully. Outsourced is not a suggested geographic Service Desk model. Expert refers to a technical model, and not geographic.

6. With regard to the relationship between the Incident Management process & the Problem Management
process, validate the below statement.
"A Problem can exist without a corresponding Incident"
A True
B False
Answer : True
Explanation : True, a Problem can exist without any corresponding Incident. Proactive Problem
Management activities such as Trend Analysis may result in the identification of a Problem.

7. Error Control is a responsibility of what Service Management discipline ?
A Incident Management
B Problem Management
C Configuration Management
D Release Management
E Change Management
Answer : B
Explanation : Error Control is a key responsibility of Problem Management. A Problem record may lead to an Known Error & possible work around. An RFC may be raised at some stage to provide a permanent resolution for this Known Error.

8. Security Management evolved from which of the following processes ?
A IT Service Continuity Management
B Availability Management
C Capacity Management
D Configuration Management
Answer : B
Explanation : Only recently has Security Management been defined as its own discipline within the ITIL framework. Availability Management has close identifiable relations with Security Management. The Security key concerns of Confidentiality, Integrity & Availability (CIA) of data indicate this close relationship (i.e..Availability).

9. True or False: Information about Software in use at your organisation does not need to be stored in the
CMDB if you have a DSL set-up. The DSL will serve as the repository for all software details.
A True
B False
Answer : B
Explanation : A DSL is a central logical store for all versions of software and their corresponding license & documentation. The information pertaining to the Software as a Configuration Item will still be stored in the CMDB as well as the relationship between this CI and any other CI's. The 2 stores are complimentary not mutually exclusive.

10. In general a process consists of Inputs, Process Steps (enabled by resources and controlled by some
process controls) and Outputs.
A I agree with this statement
B I disagree with this statement
Answer : A
Explanation : Typically any process will require Inputs which will be transformed via some Process Steps (controlled by some means of Control, and enabled by resources). These then facilitate the required Outputs. Using this simplistic model provides a logical reference point to assist in your certification study.