MS 101 Answers Arranged
True / False
1. In event notification, a device is interrogated by a management tool, which collects certain targeted data. This is called polling
True
1. Failed CI cannot be called as incident if service performance does not degrade
False
2. As per ITIL, a ‘problem’ is defined as the case of one or more incidents
True
1. Failure of a Configuration Item not resulting in disruption of service is also called as an incident
True
2. Utility and Warranty can be explained as Increases performance average and Reduces performance variation
True
3. Improvement cannot be achieved without clear and unambiguous accountabilities
True
4. Release Window is same as Change Window
True
5. Release Management should update KEDB for all error which is released during deployment
True
6. Transition is defined as a change in state, corresponding to a movement of an IT service or other configuration item from lifecycle to another
True
7. Typically a Help Desk, Service Desk & Call Centre all provide the same level of service. They are just different names referring to the single point of contact
True
8. Incident Management team is exempted to follow Change Management process because they are supposed to fix the reported issues and in the process of fixing the issues, they are required to make necessary changes
False
9. Access Management process is subset of the Availability Management process, whose objective is to ensure that all those authorized should have access to the documents and information:
False
10. Service Operations team is accountable to find CI discrepancies while working on day to day basis
False
11. Knowledge Base and Known Error Database is same
False
ITIL
1. ITIL is compliant to following ISO models:
None of the above
2. Which stages of the ITIL framework represent the revolving lifecycle stages of the lifecycle hub-and-spoke design?
Service Design, Service Transition and Service Operation
3. In ITIL service lifecycle configuration levels and baseline points are
1. In event notification, a device is interrogated by a management tool, which collects certain targeted data. This is called polling
True
1. Failed CI cannot be called as incident if service performance does not degrade
False
2. As per ITIL, a ‘problem’ is defined as the case of one or more incidents
True
1. Failure of a Configuration Item not resulting in disruption of service is also called as an incident
True
2. Utility and Warranty can be explained as Increases performance average and Reduces performance variation
True
3. Improvement cannot be achieved without clear and unambiguous accountabilities
True
4. Release Window is same as Change Window
True
5. Release Management should update KEDB for all error which is released during deployment
True
6. Transition is defined as a change in state, corresponding to a movement of an IT service or other configuration item from lifecycle to another
True
7. Typically a Help Desk, Service Desk & Call Centre all provide the same level of service. They are just different names referring to the single point of contact
True
8. Incident Management team is exempted to follow Change Management process because they are supposed to fix the reported issues and in the process of fixing the issues, they are required to make necessary changes
False
9. Access Management process is subset of the Availability Management process, whose objective is to ensure that all those authorized should have access to the documents and information:
False
10. Service Operations team is accountable to find CI discrepancies while working on day to day basis
False
11. Knowledge Base and Known Error Database is same
False
ITIL
1. ITIL is compliant to following ISO models:
None of the above
2. Which stages of the ITIL framework represent the revolving lifecycle stages of the lifecycle hub-and-spoke design?
Service Design, Service Transition and Service Operation
3. In ITIL service lifecycle configuration levels and baseline points are