How can Service Level Management use data from the incident register at the Service Desk?

Service Level Management uses this data ...

• To draw up the Service Level Agreement (SLA).

• To draw up reports about the number and nature of incidents in a certain period.

• To determine the availability of an IT Service, on the basis of the number of incidents resolved.

• Together with other data to work out whether the service level agreed upon has been achieved.

Which statement describes a Service Desk activity?

• To function as the first point of customer contact.

• To investigate the cause of disruptions for the customer.

• To trace the cause of incidents.

What is the correct description of 'impact'?

• The degree to which the provision of services is disrupted and the speed with which this must be remedied

• The degree to which the user indicates how quickly the incident must be resolved.

• The effect that an incident has on the components of the IT infrastructure, including the consequences for the service that has been agreed upon.

• The effect that an incident has on the activities of the users and the speed with which the incidents must be resolved.

Which task is a Problem Management responsibility?

• To co-ordinate all modifications to the IT infrastructure.

• To record incidents for later study.

• To approve all modifications made to the Known Error database.

• To identify user needs and modify the IT infrastructure based on such needs

Network managers are overloaded with work. They hardly get a chance to manage the network. One of the reasons for this is that users approach them directly to answer all kinds of questions. Which ITIL process or function needs to be set up to improve this situation?

• Change Management

• Configuration Management

• Error Control

• Service Desk

• Incident Management

Data in the Configuration Management Database (CMDB) may be updated only if an order instruction has been given for this:

• Change Management

• Configuration Management

• Service Desk

• Service Level Management

A change has taken place in the IT infrastructure. How is Change Management related to the Configuration Management Database (CMDB)? Change Management...

• Checks whether the change has been made in the CMDB.

• Carries out investigations into the degree of consistency in the CMDB.

• Provides Configuration Management with the data required to implement the change in the CMDB.

• Implements the change in the CMDB and informs Configuration Management about it.

Consider the following statements:

1. A change in the IT infrastructure is always the result of a change of a Service Level

2. A Service Level Agreement (SLA) exhibits many similarities to a procedure for drawing up a Request for Change (RFC).

Are these statements correct?

• Only the first

• Only the second

• Both

• Neither

The performance of the network in a large computer center is monitored 24 hours a day.

This produces data for which processes?

• Availability Management, Capacity Management and Change Management

• Availability Management, Capacity Management and Problem Management

• Change Management, Financial Management and Service Level Management

• Financial Management, Service Desk and Problem Management

The sequence of dealing with problems must be based on...

• The category to which the problem belongs.

• The impact of the problem.

• The priority of the problem.

• The urgency of the problem.