CIS 500
Q Which of the following are responsibilities of information security management
1. Defining the protection required for systems and data
2. Undertaking risk assessments
3. Producing the Information security policy
4. Implementing security measures to new systems during service transition
2, 3, and 4
1, 2, and 3
All the answers are correct.
1 and 2 only
Q: Which of the following activities is involved in Risk Assessment?
To compose a service catalogue
To review service levels
To gather information on assets
To provide reporting on results
Q: Which of these statements is not correct?
MTRS measures downtime.
MTBF measures uptime-the time from the failure to service restoration.
MTBSI measures the time from one failure until the next failure.
MTBSI stands for maximum time before service interruption.
Q: Which of the following are responsibilities of IT service continuity management?
1. Ensuring IT services can continue in the event of a disaster
2. Carrying out risk assessments
3. Ensuring the business has contingency plans in place in case of a disaster
4. Ensuring all IT staff know their role in the event of a disaster
All the answers are correct.
2, 3, and 4
1, 2, and 4
1 and 2 only
Q: Which of the following includes the services that serve as the basis for understanding the Operation Level Agreement?
Service Template
Service Catalogue
Service Table
Service Records
Q: In which of the following the key features of all IT services are recorded?
Service Catalogue
Service Level Requirements
Service Level Management Database
Service Level Agreements
Q: Which of the following are categories of supplier described in ITIL?
1. Strategic
2. Operational
3. Trusted
4. Commodity
1, 2, and 4
All of the above
1 and 2 only
2, 3, and 4
Q: Which of the following ITIL processes is responsible for analyzing risks and counter measures?
IT Service Continuity Management
Service Desk
Capacity Management
Problem Management
Q: Which of the following statements is false?
Ensuring the business is able to continue operation is the responsibility of IT.
It is impossible to plan for disasters, because there are too many different possibilities.
The IT department should be ready to quickly devise a recovery plan following a disaster.
Continuity planning requires an understanding of the key business processes.
Planning for a number of different disaster scenarios that could affect IT services is essential.
Q: Which of the following statements about IT Service Continuity Management (ITSCM) is TRUE?
ITSCM and Business Continuity Management (BCM) have no impact on each other.
BCM defines the level of IT service that will be required in the event of a major disruption. ITSCM is responsible for delivering this level of service.
It is the responsibility of ITSCM to deliver a single continuity plan, that will fit all situations.
ITSCM defines the service that can be provided in the event of a major disruption.
The business can then plan how it will use the service.
Q: An availability plan should consider the requirements for what period?
For the next month
For the next 12 to 18 months
For the next 24 hours
For the next week
Q: An availability plan should consider the requirements for what period?
For the next month
For the next 12 to 18 months
For the next 24 hours
For the next week
Q: Availability is calculated using the formula AST-DT/AST × 100. What do the terms AST and DT refer to?
AST = agreed service time, DT = delivery time
AST = agreed service time, DT = downtime
AST = availability service target, DT = downtime
AST = assumed service target, DT = delivery time
Q: Which of the following ITIL processes uses Mean Time Between Failures (MTBF)?
Capacity Management
Availability Management
Service Level Management
Change Management
Q: Which process should ensure the agreed level of availability is provided?
Change management
Business management
Service management
Availability management
Q: Which of the following is used for composing a service catalogue?
Problem Management
Incident Management
Capacity Management
Service Level Management
Q: Which of the following Service Design processes makes the most use of data supplied by Demand Management?
Service Level Management
Capacity Management
Service Catalogue Management
Service Continuity Management
Q: Availability management considers VBFs. What does VBF stand for?
Vital business facilities
Visibility, benefits, functionality
Vital business functions
Viable business factors
Q: Which of the following statements about the service catalogue is TRUE?
The service catalog shows which IT service supports each business process
The service catalog shows details of services under development.
The service catalog contains information on customer-facing services only
The service catalog contains information on supporting services only
Q: Which of the following statements about design coordination responsibilities is incorrect?
To ensure that the goals and objectives of the design stage are met
To design the solution
To provide a single coordination point
To ensure the design meets the requirements
Q: Which of the following processes ensures that the organization is aware of new and changing technology?
Service Management
Capacity Management
Customer Management
Configuration Management
Q: Which of the following is the significant element for Security?
Availability Management
Problem Management
Capacity Management
Resource Management
Q: Capacity management considers PBAs. What does PBA stand for?
Proactive business assurance
Patterns of business availability
Patterns of business activity
Proactive business assessment
Q: A service catalog contains which of the following?
Details of all services being considered
Details of all services being developed
Details of all services
Details of all services currently available to the users
Q: Which of the following processes includes Performance Management and Demand Management?
Change Management
Capacity Management
Release Management
Configuration Management
Q: Which of the following ensure that the IT infrastructure and the IT service provision are recovered in the agreed business time scales?
Incident Management and Problem Management
Configuration Management and Incident Management
IT Service Continuity Management and Business Continuity Management
Capacity Management and Change Management
Q: Which of the following is the correct definition of the service catalog?
A document that describes the IT service, service level targets, and responsibilities of the IT service provider and the customer
The complete set of services managed by a service provider, used to manage the entire lifecycle of all services
A database or document with information about all live IT services
Justification for a particular item of expenditure, including information about costs, benefits, options, and risks
Q: Who should have access to the security policy?
Business users
Everyone
Senior management
IT staff
Q: Which of the following should be considered when drawing up a capacity plan?
1. The business plan to streamline its operations
2. The possibility of moving a business operation such as a call center overseas
3. New advances in technology
4. Plans to restructure the IT department
All the answers are correct.
1, 2, and 3
1 and 2
1, 3, and 4
Q: Which of the following processes is the focal point for all performance and capacity issues?
Incident Management
Change Management
Configuration Management
Capacity Management
Q: Which of the following statements about the service catalog is true?
1. The service catalog forms part of the service portfolio.
2. The service portfolio forms part of the service catalog.
3. There is no relationship between the service catalog and the service portfolio.
4. Customer-facing services appear in the service catalog, and supporting services appear in the service portfolio.
4 only
1 and 3
1 only
2 and 4
Q: Which of the following is NOT a Capacity Management activity?
Demand Management
Application sizing
Tuning
Maintainability
Q: Which of the following provides the required IT resources consistently at the right time and at the right cost aligned with the current and the future needs of the business?
Incident Management
Capacity Management
Configuration Management
Problem Management
Q: Which of the following is the sub-process of Supplier Management?
Workload Analysis
Contract Renewal or Termination
Demand Management
Performance Management
Q: Which of the following processes provides workload information on service level requirements to Capacity Management?
Service Level Management
Configuration Management
Change Management
Incident Management
Q: Which of the following is not a category of supplier described in ITIL?
Operational
Strategic
Commodity
Preferred
Q: Which of the following involves all aspects of component availability and unavailability?
Data availability
Component availability
Change availability
Information availability
Q: Which of the following provides a focus for all aspects of IT security and manage all IT security activities?
IT technology management
Security management
Information security management
IT service management
Q: Which of the following process plays an important role in determining returns on invests and cost justifications?
Problem Management process
Capacity Management process
Incident Management process
Customer Management process
Q: Which of the following is the input to the Capacity Management processes?
Management information
A Request for Change
Application sizing
Known Errors
Q: IT service continuity management carries out a BIA in conjunction with the business. What does BIA stand for?
Business impact analysis
Benefit integration assessment
Business information alternatives
Business integrity appraisal
Q: Which of the following are terms used in availability management?
1. Reliability
2. Resilience
3. Resistance
4. Attainability
5. Serviceability
6. Maintainability
7. Detectability
2, 3, 5, 6
1, 2, 6, 7
1, 2, 5, 6
1, 4, 6, 7
Q: Capacity management considers three subprocesses. What are they?
Service capacity, business capacity, configuration capacity
System capacity, business capacity, component capacity
Service capacity, business capacity, component capacity
System capacity, business capacity, infrastructure capacity
Q: In which of the following processes Risk assessment is NOT a major part?
Availability Management
Service Level Management
Change Management
IT Service Continuity Management
Q: Which of the following are responsibilities of capacity management?
1. Negotiating capacity requirements to be included in the SLA
2. Monitoring capacity
3. Forecasting capacity requirements
4. Dealing with capacity issues
All the answers are correct.
1, 2, and 4
2, 3, and 4
1 and 2 only
Q: Which concept is part of IT Service Continuity Management?
Maintainability
Availability
Resilience
Vulnerability
Q: Which of the following is known as Disaster Recovery planning?
Service Reporting
Plan-Do-Check-Act Methodology
IT Service Continuity Management
Service Level Management
Q: Outputs from design coordination include what?
1. The service design package
2. The CMS
3. The governance requirements
4. Suggestions for improvements to be made to the design stage
1 and 4 only
2, 3, and 4
1 and 2 only
All the answers are correct.
Q: Which of the following roles will you MOST expect to be involved in the management of Underpinning Contracts?
Supplier Manager
IT Designer
Process Manager
Service Catalogue Manager
Q: Which of the following is a system of policies and procedures, and is designed to recognize, control, and protect information?
Capacity Management
Information System
Information Security
Incident Management
Q: Information security management keeps information about security in what?
ISDB
KEDB
IMSS
SMIS
Q: Which of the following are responsibilities of supplier management?
1. Negotiating with internal suppliers
2. Negotiating with external suppliers
3. Monitoring delivery against the contract
4. Ensuring value for money
2, 3, and 4
1 and 2 only
All the answers are correct.
1, 2, and 3
Q: Which of the following is included in a service catalog?
1. Customer-facing services
2. Strategic services
3. Supporting services
4. Retired services
1 and 3
1, 2, 3, and 4
1 and 2
2 and 3
Q: Which of the following has an Application Sizing activity?
Configuration Management
Problem Management
Capacity Management
Incident Management
Q: Which of the following are outcomes that when compared to the previous state?
Improvements
Benefits
Justifications
Interventions
Q: Which of the following processes makes sure that there is an appropriate deployment of resources?
Problem Management
Customer Management
Service Level Management
Availability Management
Q: Which of the following terms is a measure of how long a service, component, or CI can perform its agreed function without interruption?
Scalability
Reliability
Maintainability
Serviceability
Q: Which of the following is a relationship process?
Capacity Management
Configuration Management
Change Management
Supplier Management
Q: Which of the following perspectives is covered by the Information Security Management to ensure the confidentiality of an organization's assets, data, and IT services?
Structural
Theoretical
Technical
Hierarchal
Q: Which of the following is the customer view of the Service Catalogue?
Business Service Catalogue
Technical Service Catalogue
Hardware Catalogue
Physical Catalogue
USA 
India