56.
The request fulfillment process is suitable for which of the following?
- A.All requests, including RFCs
- B.Only requests that have been approved by the CAB
- C.Emergency requests for change, because the process will ensure a fast implementation
- D.Common, low-risk requests with a documented fulfillment procedure
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| The purpose of the request fulfillment process is to separate the common, low-risk requests and expedite them. Service requests do not need CAB approval. RFCs and emergency requests for change need to go through the appropriate change process. |
57.
Requests can be fulfilled by the following:
1. Service desk staff
2. Second-line staff
3. Service level manager
4. Business relationship manager
1. Service desk staff
2. Second-line staff
3. Service level manager
4. Business relationship manager
- A.1 and 2
- B.All of the above
- C.1 and 3
- D.2 and 3
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| Service desk staff deal with many requests, with second-line staff carrying out installations, moves, and so on. Requests do not come under the responsibilities of SLM or BRM. |
58.
Requests must be as follows:
1. Authorized by the CAB
2. Authorized by the budget holder when an expense will be incurred
3. Authorized by technical management
4. May be preauthorized
1. Authorized by the CAB
2. Authorized by the budget holder when an expense will be incurred
3. Authorized by technical management
4. May be preauthorized
- A.1 and 3
- B.1 only
- C.2 and 4
- D.2 only
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| Requests that are changes will be standard changes and can be preauthorized; they do not need authorization by the CAB. Changes that needed technical approval would go through the change process, not the request process. If an expense is to be incurred, this will need to be accounted for and authorization granted. |
59.
Which of the following could be defined as a service request?
1. "Is the service available at weekends?"
2. "How do I get training on this application?"
3. "I need this application changed to include a web interface"
4. "We have a new member of staff starting. Can you set them up on the system?"
1. "Is the service available at weekends?"
2. "How do I get training on this application?"
3. "I need this application changed to include a web interface"
4. "We have a new member of staff starting. Can you set them up on the system?"
- A.All of the above
- B.3 and 4
- C.1, 2, and 3
- D.1, 2, and 4
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Option 3 requires a change to functionality that would need to be fully considered and costed; it would need to go through the change process. The others are all requests for information or standard services and are therefore service requests. |
60.
For which of these situations would automation by using event management not be appropriate?
1. Hierarchical escalation of incidents
2. Speeding up the processing of month-end sales figures
3. Notification of "intruder detected" to local police station
4. Running backups
1. Hierarchical escalation of incidents
2. Speeding up the processing of month-end sales figures
3. Notification of "intruder detected" to local police station
4. Running backups
- A.3 and 4
- B.All of the above
- C.2, and 3
- D.1, 3, and 4
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Situation 2 B would not be helped by using events. Situation 1 would detect an alert that a time threshold or a priority condition existed and would carry out the escalation defined. Situation 3 would similarly respond to a particular event such as an alarm and would automatically notify the police station. Situation 4 could use the events signifying the successful backup of each file to automate the start of backing up the next file. |
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