What is one of the triggers of a Major Incident?

• Unavailability of a critical service

• Issue reported by VIP user

• Password lock out

• User machine slowness

What among these is true about Request Fulfillment?

• Applying break fix to resolve an issue

• Submitting an RFC when a change is necessary to achieve request fulfillment

• Conducting Root Cause Analysis

• None of the Above

What among the following is correct when a change window needs to be extended or rescheduled?

• Retain the old schedule date and implement as per the new schedule date

• Communicate the required update to Change Manager for rescheduling or extension

• Close the change and create a new one with the new schedule date

• Cancel the change and create a new one with the new schedule dateP

What among these may manifest into a problem?

• Change in project scope

• Prolonged incident resolution

• Occurrence of a P1 or Major Incident

• Change in a production Configuration Item(CI)

What among these is the scope of Knowledge Management?

• Information from events disrupting a service

• Knowledge derived from resolution of Incidents, Problems, and Change tickets

• Resolution implemented through appropriate processes

• All of the above

What is considered as non-conformance in Asset Management?

• Missing CI attribute

• Outdated software version

• Incorrect lifecycle status

• All of the above

What among the following is a component for Availability Management planning?

• Maximum hours of acceptable downtime

• Capacity forecast

• Risk Assessment and Management

• Discovery and Monitoring Configuration

What is not included in Capacity planning?

• Provision of Reserve Capacity

• Forecast of future capacity

• SLA for capacity related events

• Review of current capacity and utilization

What among the following is not an objective of Service Level Management?

• Define, monitor, measure, report, and review the CMS services provided

• Ensure that service availability meets the targets by managing services related availability performance

• Establish and articulate business requirements for new services or changes to existing services

• Ensure that specific and measurable targets are developed for all CMS services

Service Design and Transition process is used when there is?

• Requirement of new services or changes to existing services with potential impact to customer

• Release for a bug fix

• Implementation of permanent fix

• Configuration Item update