Which one of the following statements is TRUE?
A
Direct costs can be allocated to a single customer,
service or activity
B
Depreciation is used to calculate how maintenance
can be offset against tax
C
Staff costs are capital costs because of their high
value
D
Cost centres are used to measure ROCE (Return on
Capital Employed)
QUESTION 18.
Which one of the following is NOT a major Cl type?
A
Documentation
B
Software
C
Purchase order
D
Accommodation
QUESTION 19.
Where would the information relating to software release components be stored?
A
DSL
B
AMDB
C
CMDB
D
CDB
QUESTION 20.
A remote site has recently had its Local Area Network upgraded. The users are now complaining of slow responses and have heard that this is due to problems with the network capacity. Who should they contact for assistance?
A
Network Management
B
The Service Desk
C
Capacity Management
D
Problem Management
ISEB FC ITSM SAMPLE PAPER 4
QUESTION 21.
The following activities are involved in implementing a Service Management function:
1
Tool selection
2
Tool specification
3
Process design
4
Functional requirements analysis
In which order should the above activities be taken?
A
4-2-1-3
B
4-3-2-1
C
2-1-4-3
D
2-1-3-4
QUESTION 22.
The process to implement SLAs comprises the following activities in sequence:
A
Draft SLAs, catalogue services, review underpinning
contracts and OLAs, draft SLRs, negotiate, agree
SLAs
B
Draft SLAs, review underpinning contracts and OLAs,
negotiate, catalogue services, agree SLAs
C
Review underpinning contracts and OLAs, draft SLAs,
catalogue services, negotiate, agree SLAs
D
Catalogue services, establish SLRs, review
underpinning contracts and OLAs, negotiate service
levels, agree SLAs
QUESTION 23.
Which of the following statements is true?
A
An urgent release is always a delta release
B
A full release may contain package and delta
releases
C
A full release may contain several delta releases
D
A package release may contain full and delta
releases
QUESTION 24.
Which of these best describes the purpose of Capacity Management?
A
To reduce costs and performance levels to a
minimum
B
To ensure that there is always sufficient capacity
available to meet all customer demands
C
To ensure that business demands are affordable and
achievable
D
To provide cost-effective IT capacity to meet agreed
service levels
ISEB FC ITSM SAMPLE PAPER 4
QUESTION 25.
Consider the following:
1
Incident diagnostic scripts
2
A knowledge base of previously recorded incidents
3
A Configuration Management Database covering the
infrastructure supported
4
A Forward Schedule of Change
Which of the above should be available to the Service Desk?
A
1 & 2
B
All four
C
3 & 4
D
1, 2 & 3
QUESTION 26.
The Service Desk can act as the focal point for:
1
Receiving Incidents & Service Requests from users 2
Recording Change Requests from users
3
Handling complaints and queries
A
1 Only
B
2 Only
C
1 & 3
D
1, 2 & 3
QUESTION 27.
Which of these is NOT a recognised Service Desk structure?
A
Remedial Service Desk
B
Virtual Service Desk
C
Local Service Desk
D
Central Service Desk
QUESTION 28.
The wording of SLAs and OLAs should be:
A
Technically focused, so that they may be understood
by IT professionals
B
A mixture of business, technical and legal language,
so that they can be understood by everyone
C
Clear and concise, leaving no room for ambiguity
D
Legally worded as they must be contractually binding
ISEB FC ITSM SAMPLE PAPER 4
QUESTION 29.
Consider the following list:
1
Modelling
2
Risk Analysis
3
Application Sizing
4
DSL maintenance
Which two from the above list are among the main
responsibilities of Capacity Management?
A
1 & 2
B
3 & 4
C
2 & 4
D
1 & 3
QUESTION 30.
At what point does an Incident turn into a Problem?
A
When it is urgent
B
When it is a Major Incident
C
If the person reporting the incident is very senior
D
Never
QUESTION 31.
Does Problem Management depend entirely on having a
mature Incident Management process in place?
A
Yes, because without a mature Incident