Q.1. Change Proposals are normally created by?

a. Change Management
b. Incident Management
c. Problem Management
d. Service Portfolio Management
Ans: D

Q.2. . Which of the following are correct about a

Change Record?
1. Each change record documents the lifecycle of a single change.
2. A change record is created for every request for change that is received,
even those that are subsequently rejected.
3. Change records should reference the configuration items that are affected
by the change.
4. Change records may be stored in CMS or else where in the SKMS
Ans: All of the above

Q.3/ A document that lists all authorized changes and

their planned implementation dates, as well as the
estimated dates of longer-term changes is called
.?
a. Change Window
b. Change Schedule
c. Change History
d. Change Model
Ans: B

Q.4. One or more attributes of an asset that make it

particularly useful for a given purpose is known as?
a. Asset Marking
b. Asset Specificity
c. Asset Attributes
d. Asset Configuration
Ans: B

Q.5. Best Management Practice (BMP) portfolio

generally includes which of the following?
1. Guidance on IT Service Management
2. Project, programme, risk, portfolio and value management

3. A management maturity model

4. Related glossary of terms
Ans: All of the above

Q.6. The present commitment of funds in order to

receive a return in the future in the form of additional
cash inflows or reduced cash outflows is known as?
a. Capital Budgeting
b. Capital Cost
c. Capital Expenditure
d. Capital Returns
Ans: A

Q.7. The cost of purchasing something that will

become a financial asset for example, computer
equipment and buildings is known as?
a. Capital Budgeting
b. Capital Cost
c. Capital Expenditure
d. Capital Returns
Ans: B

Q.9. Which activity is responsible for ensuring that

adding, modifying removing a Configuration Item(CI)
is properly managed?
a.
b.
c.
d.

Configuration
Configuration
Configuration
Configuration

Identification
Management
Control
management System

Ans: c. Configuration Control

Q.10. Which activity is responsible for collecting

information about Configuration Items and their
relationships and loading this information in to the
CMDB?
a.
b.
c.
d.

Configuration
Configuration
Configuration
Configuration

Identification
Management
Control
management System

Ans: a.

Configuration Identification

Q.11. Which of the following statements are true

about Configuration Management System?
a.
Contains a set of tools and databases that are used to manage
Configuration data
b.
Includes information about suppliers, business units customers and
users
c.
Is maintained by Configuration Management
d.
Is used by all IT Service Management processes
Ans: All of the above

Q12. Which of the following are true about Definitive

Media Library(DML)?
a.
DML is a single logical storage area even if there are multiple locations
b.
All software in DML is under the control of Change & Release
Management
c.
Only software from DML is acceptable for use in a Release
d.
DML may contain licenses and documentations
Ans: All of the above

Q.13. Which of the following is true about a Change

Model?
a. Is a repeatable way of dealing with a change
b. May not require approval
c. Defines pre-defined steps to be followed for a change
d. All of the above
Ans: d. All of the above

Q.14. Which of the following about a Change Record is

NOT true?
a. It documents the lifecycle of a change
b. It should refer even the rejected changes
c. Should have reference to the configuration items affected
d. Change records are stored in Change Management Information System
Ans: d. Change records are stored in Change Management Information System

Q.15. Hot and Cold Standby are associated with?

a. Recovery

b. Security
c. Improvement
d. Process Change
Ans: a. Recovery

Q.16. A Baseline of a Configuration that has been

formally agreed is managed through which process?
a. Process Management
b. Capacity Management
c. Change Management
d. Component Management
Ans: c. Change Management

Q.17. The activity responsible for understanding the

resource requirements needed to support a new
application or a major change to an existing
application is termed as?
a. Application Tuning
b. Application Sizing
c. Application Management
d. Resource Management
Ans: b. Application Sizing

Q.18. Management, Organisation, Process,

Knowledge, People, Information, Applications,
Infrastructure, Financial Capital: all these can be
collectively called as?
a. Assets
b. Resources
c. Capabilities
d. Utilities
Ans: a. Assets

Q.19. Availability is determined by Reliability,

Maintainability, Serviceability, Performance and ____ ?
a. Capacity
b. Consistency
c. Security
d. Durability

Ans: c. Security

Q.20. The Business Process responsible for managing

Risks that could seriously impact the business is
called?
a. Business Capacity Management
b. Business Process Management
c. Business Risk Management
d. Business Continuity Management
Ans: d. Business Continuity Management

Q.21. A Change Case is?

a. A technique used to predict the impact of proposed changes
b. A change that is not authorised by CAB/ECAB
c. A change whose impact cant be predicted
d. A technique used to negate the impact of an undesirable change
Ans: a. A technique used to predict the impact of proposed changes

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