ITIL chapter 12

2. Requests can be fulfilled by the following: 1. Service desk staff 2. Second-line staff 3. Service level manager 4. Business relationship manager A. 1 and 2 B. All of the above C. 1 and 3 D. 2 and 3

A. Service desk staff deal with many requests, with second-line staff carrying out installations, moves, and so on. Requests do not come under the responsibilities of SLM or BRM.

10. Which of the following is the best description of access management? A. Access management enables authorized access to services and data. Information security management removes or prevents access to nonauthorized staff. B. Access management grants authorized users the right to use a service, while preventing access to nonauthorized users. C. Access management is responsible for setting security policies. D. Access management decides what services users should have access to.

B. Option A is incorrect because security management does not remove or prevent access. Option C is incorrect because security management is responsible for setting policies. Option D is incorrect because access management carries out the wishes of whoever is responsible for authorizing access (usually a business manager); it does not make the decision.

7. Which of the following is the best description of a request? A. A standard change B. A request from a user for information, advice, or a standard change, or access to an IT service C. An RFC D. The procurement process

B. This is the definition of a request given in this chapter. A request may involve a standard change, but that may be true only in some cases, so it is not a good description. An RFC is part of the change process, not the request process. A request may involve procurement, but only in some cases, so it is not a good description.

9. Which of the following is the best description of an alert? A. An unplanned interruption to a service B. The unknown, underlying cause of one or more incidents C. An event that notifies staff of a failure or that a threshold that has been breached D. A change of state that has significance for the management of a CI

C. Option C is the definition given in the chapter of an alert. Option A is the definition of an incident. Option B is the definition of a problem. Option D is the definition of an event.

3. Requests must be as follows: 1. Authorized by the CAB 2. Authorized by the budget holder when an expense will be incurred 3. Authorized by technical management 4. May be preauthorized A. 1 and 3 B. 1 only C. 2 and 4 D. 2 only

C. Requests that are changes will be standard changes and can be preauthorized; they do not need authorization by the CAB. Changes that needed technical approval would go through the change process, not the request process. If an expense is to be incurred, this will need to be accounted for and authorization granted.

6. Event management can be used to monitor which of the following? 1. Environmental conditions 2. System messages 3. Staff rosters 4. License use A. 1 and 2 B. 2, and 3 C. 2, and 4 D. All of the above

C. These are all examples of where event management can be used. Monitoring heat and moisture content can be done through event management, and actions are taken if they breach acceptable parameters. Licenses can be controlled by monitoring who is signing onto applications and raising an alert if the maximum legal number is breached. Staff rosters do not have changing conditions that could be monitored by the use of events.

8. Which of the following are types of event monitoring? 1. Passive 2. Virtual 3. Active 4. Standard A. 1 and 2 B. 2, and 3 C. 1 and 3 D. All of the above

C. Types 1 and 3 are the two types of event monitoring described in the chapter. Passive monitoring waits for an error message to be detected, and active monitoring checks periodically on the "health" of the CI. The other two are not recognized event types in ITIL.

4. Which of the following could be defined as a service request? 1. "Is the service available at weekends?" 2. "How do I get training on this application?" 3. "I need this application changed to include a web interface" 4. "We have a new member of staff starting. Can you set them up on the system?" A. All of the above B. 3 and 4 C. 1, 2, and 3 D. 1, 2, and 4

D. Option 3 requires a change to functionality that would need to be fully considered and costed; it would need to go through the change process. The others are all requests for information or standard services and are therefore service requests.

5. For which of these situations would automation by using event management not be appropriate? 1. Hierarchical escalation of incidents 2. Speeding up the processing of month-end sales figures 3. Notification of "intruder detected" to local police station 4. Running backups A. 3 and 4 B. All of the above C. 2, and 3 D. 1, 3, and 4

D. Situation 2 B would not be helped by using events. Situation 1 would detect an alert that a time threshold or a priority condition existed and would carry out the escalation defined. Situation 3 would similarly respond to a particular event such as an alarm and would automatically notify the police station. Situation 4 could use the events signifying the successful backup of each file to automate the start of backing up the next file.

1. The request fulfillment process is suitable for which of the following? A. All requests, including RFCs B. Only requests that have been approved by the CAB C. Emergency requests for change, because the process will ensure a fast implementation D. Common, low-risk requests with a documented fulfillment procedure

D. The purpose of the request fulfillment process is to separate the common, low-risk requests and expedite them. Service requests do not need CAB approval. RFCs and emergency requests for change need to go through the appropriate change process.