1.

Which of the following is NOT an aim of the Change

Management process?
A. Overall business risk is optimized
B. Standardized methods and procedures are used for
efficient and prompt handling of all Changes
C. All budgets and expenditures are accounted for
D. All changes to Service Assets and Configuration Items
(CIs) are recorded in the Configuration Management
system (SILVA)

2. Which one of the following statements about a

standard change is INCORRECT?
A. They are pre-authorized by change management
B. They follow a procedure or work instruction
C. They are low risk
D. They must be implemented as soon as possible

3. A New human resource application is launched in

December 2017. Freeze period is also in December, What
Change type is this?
A. Major Change
B. Normal Change
C. Emergency Change
D. Freeze period Change
4. Continue from the last situation, if there is a minor
modification to the application in December 2018, What
Change type is this?
A. Major Change
B. Normal Change
C. Emergency Change
D. Freeze period Change

5. CAB team approve change request on Wednesday but

the user communication activity done by next Monday,
when system can be deployed?
A. Tuesday evening
B. Monday morning
C. Thursday evening
D. Wednesday morning

6. Which of the following is the BEST definition of an

Incident?
A. Loss of ability to operate to specification, or to deliver
the required output
B. A change of state which has significance for the
management of a Configuration Item or IT Service
C. A warning that a threshold has been reached,
something has changed, or a failure has occurred
D. An unplanned interruption to an IT service or reduction
in the quality of an IT service
7. Which of the following should be treated as an
incident?
1. A user is unable to access a service during service
hours
2. An authorized IT staff member is unable to access a
service during service hours
3. A network component fails but the user is not aware of
any disruption to service
4. A user contacts the service desk about the slow
performance of an application
A. All of the above
B. 1 and 4 only
C. 2 and 3 only
D. None of the above

8. Which of the following statements about incident

reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a
disruption or potential disruption to normal service
C. All calls to the service desk must be logged as
incidents
D. Incidents reported by technical staff must also be
logged as problems
9. Hierarchical escalation is best described as?
A. Notifying more senior levels of management about an
Incident
B. Passing an Incident to people with a greater level of
technical skill
C. Using more senior specialists than necessary to resolve
an Incident to maintain customer satisfaction
D. Failing to meet the Incident resolution times specified
in a Service Level Agreement

10. Which one of the following is example of incident

Priority 1?
A. Production system components unavailable impacting
batch and online schedules. + The damage caused by
the Incident increases rapidly.
B. Degraded response from applications and databases.
+ The damage caused by the Incident increases rapidly.
C. Production system components unavailable impacting
batch and online schedules. + The damage caused by
the Incident only marginally increases over time.
D. Inter- and intra-site communication links not
functioning. + Work that cannot be completed by staff
is not time sensitive.

11. Which of the following is NOT an objective of Problem

Management?
A. Eliminating recurring Incidents
B. Minimizing the impact of Incidents that cannot be
prevented
C. Preventing Problems and resulting Incidents from
happening
D. Restoring normal service operation as quickly as
possible and minimizing adverse impact on the Business.

12. A Know Error has been raised after diagnosis of a

Problem was complete but before a workaround has been
found. Is this a valid approach?
A. Yes
B. No, the workaround must be found before a Known
Error is created
C. No, a Known Error can only be raised after the
permanent resolution has been implemented
D. No, a Known Error must be raised at the same time as
a problem

13. How does Problem Management work with Change

Management?
A. By installing changes to fix problems
B. By negotiating with Incident Management for changes
in IT for Problem resolution
C. By issuing RFCs for permanent solutions
D. By working with users to change their IT configurations
14. Which of the following are objectives of Supplier
Management?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of
contracts
4. Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above

15. Which of the following are objectives of Supplier

Management?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of
contracts
4. Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above