Question 1

The BEST description of an incident is:

Options :

A : An unplanned disruption of service unless there is a backup to that service

B : An unplanned interruption to service or a reduction in the quality of service

C : Any disruption to service whether planned or unplanned

D : Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

Answer: B

Question 2

Which statement about the known error database (KEDB. is CORRECT?

Options :

A : It is maintained by the service desk and updated with the details of each new incident

B : It is a part of the configuration management database (CMDB. and contains workarounds

C : It is maintained by problem management and is used by the service desk to help resolve incidents

D :

It is maintained by incident management and contains solutions to be implemented by problem

Management

Answer: C

Question 3

Which function is responsible for the closure of an incident record?

Options :

A : Event management

B : The service desk

C : Either the service desk or an appropriate third party engineer

D : Any appropriate function

Answer: B

Question 4

Which document shows a detailed analysis of business impact and benefits?

Options :

A : A return on investment

B : Service level requirements

C : A business case

D : A service level agreement

Answer: C

Question 5

Which one of the following can help determine the level of impact of a problem?

Options :

A : Definitive media library (DML)

B : Configuration management system (CMS)

C : Statement of requirements (SOR)

D : Standard operating procedures (SOP)

Answer: B

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