11.
For which of these situations would implementing automation to support event
management by using event management be appropriate?
1. Hierarchical escalation of incidents
2. Speeding up the processing of month-end sales figures
3. Notification of an “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 an “intruder detected” to local police station
4. Running backups
- A.3 and 4 only
- B.All of the above
- C.2 and 3 only
- D.1, 3, and 4 only
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Situation 2 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 backup of the next file. |
12.
Event management can be used to monitor which of the following?
1. Environmental conditions
2. System messages
3. Staff rosters
4. License use
1. Environmental conditions
2. System messages
3. Staff rosters
4. License use
- A.1 and 2 only
- B.2 and 3 only
- C.1, 2, and 4 only
- D.All of the above
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| 1, 2, and 4 are all examples of where event management can be used. Heat and moisture content can be monitored through event management, and actions can be taken if they breach acceptable parameters. Licenses can be controlled by monitoring who is signing onto applications and raising an alert if the maximum legal number is breached. Staff rosters do not have changing conditions that could be monitored by the use of events. |
13.
Which of the following are types of event monitoring?
1. Passive
2. Virtual
3. Active
4. Standard
1. Passive
2. Virtual
3. Active
4. Standard
- A.1 and 2 only
- B.2 and 3 only
- C.1 and 3 only
- D.All of the above
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| The two types of event monitoring described in the chapter are passive and active. Passive monitoring waits for an error message to be detected, and active monitoring checks periodically on the “health” of the CI. The other two are not recognized by ITIL as event monitoring types. |
14.
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 :
| Only common, low-risk requests with a documented fulfillment procedure should be implemented using the request fulfillment process. Other changes require risk assessment through the change advisory board. |
15.
Requests are most likely to be fulfilled by which of the following?
1. Service desk staff
2. Second-line staff
3. Service level manager (SLM)
4. Business relationship manager (BRM)
1. Service desk staff
2. Second-line staff
3. Service level manager (SLM)
4. Business relationship manager (BRM)
- 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 fulfill many requests, with second-line staff carrying out installations, moves, and so on. Requests do not fall under the responsibilities of the SLM or BRM. |
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