Management MCQ: AMS

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Which process is responsible for controlling and recording on the relationships between components of the IT infrastructure?

A. Service level management
B. Change management
C. Incident management
D. Configuration management

Answer: D

Which process will regularly analyze incident data to identify discernible tendency?

A. Service level management
B. Problem management
C. Change management
D. Event management

Answer: B

A process owner has been identified with an "I" in the RACI matrix. Which one of following would be expected of them?

A. Be accountable for the outcome of an activity
B. Perform an activity
C. Be kept up to date on the progress of an activity
D. Manage an activity

Answer: C

Who is responsible for defining the process for service?

A. Service Manager
B. Service QA
C. Service Owner
D. Both A & B are correct

Answer: D

Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A. A capacity database
B. A definitive media library
C. A request for change
D. A known error database

Answer: D

What are the categories of events described in the Process_Event Management for AMS?"

A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, routine, exception
D. Warning, reactive, proactive

Answer: C

What is not a change type?

A. Normal change
B. Emergency change
C. Standard change
D. Big change

Answer: D

Who is responsible for the Service manager assignment?

A. Account Manager
B. OM/BUL
C. Service Owner
D. QA Manager

Answer: B

What are sub-processes of the Access Management Process?"

A. Access management planning
B. User access request processing
C. Access administration
D. All of the answers

Answer: D

FSOFT provides Call center service for customer, service time is 8:00 AM to 5:00 PM. In SLA, Response time is 1 hour and Resolution time is 4 hours. A user sends email to report an incident at 16:30 on Monday. On Tuesday morning, a Call center staff replies to the customer at 8:15 AM and resolves the incident at 12:00 PM. SLA of ticket is met or failed?"

A. Both Response Time and Resolution Time are failed targets in SLA
B. Both Response Time and Resolution Time are met targets in SLA
C. Response Time failed and Resolution Time is met targets in SLA
D. Response Time is met and Resolution Time failed targets in SLA

Answer: D

Which one of the following is NOT an aim of the change management process?

A. To ensure overall business risk is optimized
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users

Answer: D

Which of the following is NOT an objective of request fulfillment?

A. To provide information to users and customers
B. To update the service catalogue with service that may be requested through the service desk
C. To provide a channel for users to request and receive standard services
D. To assist with general information, complaints or comments

Answer: B

What process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. Service level management
B. Problem management
C. Change management
D. Event management

Answer: B

What is the first step when an incident is detected?

A. Record the incident data
B. Determine the priority
C. Diagnosis
D. Assign to a supporter

Answer: A

Which of the following tasks is part of proactive Problem Management?

A. Making a change to resolve a problem
B. Registering frequently occurring errors
C. Analyzing historical incident data
D. Managing Known Errors

Answer: C

When is it determined if a Problem can be associated with a Known Error?

A. Root Cause and CI is known
B. There is a possibility of a recurrence
C. Both A&B are correct
D. Both A&B are not correct

Answer: C

Which of the following is NOT an example of a Service Request?"

A. A user calls the Service Desk to ask how to work with a new application?
B. A user calls the Service Desk because they would like to change the functionality of an application
C. A Manager submits a request for a new employee to be given access to an application
D. A user wants to download a licensed copy of software from a list of approved options

Answer: B

FSOFT signs a contract with ABC company to support users and maintain an ERP system. When the CFO (Chef Finance Officer) of this company requires to change some functions in the Accounting module, what is the BEST solution for FSOFT's service team?

A. Implement the required change as soon as possible because the CFO will approve the payment for FSOFT
B. Raise an RFC (request for change), assess and analyze risks and impacts, then require an official approval from authorized people before implementing the change
C. Require ECAB (Emergency change advisory board) to approve immediately
D. Request fulfilment process to handle this request

Answer: B

Which group should review changes that must be implemented faster than the normal change process?

A. Board of management
B. Emergency change advisory board
C. Emergency change control board
D. Urgent change authority

Answer: B

Which process is responsible for low risk, frequent occurring and low cost changes?

A. Change management
B. Problem management
C. Release and deployment management
D. Request fulfillment

Answer: D