Service Management

Which of the following is the most appropriate description of ITIL?

1. An international standard defining software quality characteristics
2. An international standard compiling the body of knowledge of project management
3. A collection of best practices compiling successful cases in IT service management
4. An international standard defining the requirements for an information security management system

Which of the following is the most appropriate item to include in an SLA, a service level agreement?

1. That the monthly system availability shall be at least 99.5%
2. That every effort shall be made to raise user satisfaction as much as possible
3. The details of the service provider's internal personnel evaluation system
4. The programming languages to be used in system development

Which of the following is the most appropriate activity of SLM, service level management?

1. Measuring and recording the service level only when a failure occurs
2. Regularly measuring and evaluating actual service levels and implementing improvements as needed
3. Automatically lowering the SLA figures to match the actual results whenever the service level is not achieved
4. Concluding the SLA when the service starts and operating thereafter without reviewing its content

Which of the following is the most appropriate role of a service desk, also called a help desk?

1. Deciding the allocation of next year's IT investment budget based on the company's medium-term management plan
2. Deciding the hiring of staff needed by the information systems department and their assignments within it
3. Interviewing users about their business needs, performing requirements definition, and writing specifications for development
4. Serving as the single point of contact that receives user inquiries and failure reports, keeping records and managing the progress of responses

What is the main purpose of incident management?

1. To restore an interrupted service as quickly as possible and minimize the impact on business
2. To assess the impact of change requests to the system and approve or reject their implementation
3. To record configuration item information accurately and keep it up to date
4. To identify the root cause of incidents and implement permanent countermeasures

The same failure has been recurring every month. Which of the following is the most appropriate activity to prevent its recurrence?

1. Preparing procedures to restart the server and recover quickly each time the failure occurs
2. Totaling the number of reported failures and increasing service desk staff
3. Investigating and identifying the root cause of the failure and implementing a permanent fix that removes it
4. Preparing in advance the text of the e-mail used to notify users when the failure occurs

Which activity reliably deploys approved changes into the production environment according to plan and puts them into operation?

1. Problem management
2. Release management
3. Incident management
4. Availability management

Which of the following is the most appropriate description of escalation at a service desk?

1. Holding training sessions to teach users how to operate the system
2. Totaling and reporting the number of inquiries received and the time taken to handle them
3. Handing over cases that the person in charge cannot solve to specialist engineers or higher-level managers
4. Publishing frequently asked questions and their answers as an FAQ on a website

Which of the following is the most appropriate description of a differential backup?

1. Copying all of the data in its entirety every time
2. Writing changed data to another disk in duplicate in real time
3. Copying, all together each time, the data changed since the last full backup
4. Copying only the data changed since the immediately preceding backup, whether full or incremental

A full backup is taken on Sunday, and incremental backups are taken every day from Monday through Saturday. If a disk failure occurs right after the backup taken at the end of business on Thursday, which combination of backup media is needed to restore the data?

1. Only the incremental backup taken on Thursday
2. Sunday's full backup plus the incremental backups from Monday, Tuesday, Wednesday, and Thursday
3. Only the full backup taken on Sunday and the incremental backup taken at the end of business on Thursday
4. Only the incremental backups taken from Monday through Thursday

A full backup is taken on Sunday, and differential backups are taken every day from Monday onward. If a failure occurs right after Thursday's differential backup is taken, how many backup media are needed for the restore?

1. 4
2. 1
3. 5
4. 2

For the same target data, which of the following is the most appropriate statement about the time and data volume required for a single backup run?

1. Differential backup takes the most and incremental backup the least
2. All three methods require the same time and data volume
3. Full backup takes the most and incremental backup the least
4. Incremental backup takes the most and full backup the least

Which of the following is the most appropriate role of job management, that is, a job scheduler?

1. Setting, for each user, the range of accessible files and the operations permitted on them
2. Performing unit tests to find errors in programs
3. Defining in advance the execution order and times of multiple processes, and starting and monitoring them automatically
4. Measuring network traffic and controlling bandwidth

Which of the following is the most appropriate characteristic of the big-bang approach to system migration, in which everything is switched over at once?

1. Because departments or operations are switched over one by one, the migration period tends to become long
2. The old and new systems run in parallel for a certain period, and results are cross-checked during the migration
3. Because the old system's data is not used after the migration, no data migration work is needed
4. The migration can be completed quickly and cheaply, but when a problem occurs its impact extends to the whole

Which of the following is a routine task performed as system operations management?

1. Monitoring server operation and resource utilization, and collecting and retaining logs
2. Interviewing user departments about the functions required of a new system and compiling a requirements document
3. Reviewing the source code of developed programs and pointing out errors
4. Deciding the priorities of IT investment based on the company's management strategy

What is the main purpose of installing a UPS, an uninterruptible power supply?

1. To switch automatically to a wireless line when the communication line is cut
2. To write data to multiple disks in duplicate in preparation for disk failures
3. To supply power for a certain time when a power outage occurs, securing time to shut the system down safely
4. To keep the server room's temperature and humidity constant and prevent equipment failures

A lightning strike caused a power outage lasting several hours over a wide area. Which piece of equipment is needed to keep the business systems running during this time?

1. A private power generator
2. A security cable
3. A UPS, an uninterruptible power supply, alone
4. A surge protector

In a room using IC-card entry control, which of the following is the most appropriate measure against tailgating, where someone enters behind an authorized user without being authenticated?

1. Having users change their IC card passwords regularly
2. Retaining the IC card reading records at entry for one year
3. Fastening the PCs in the room with security cables
4. Introducing anti-passback, which refuses exit to anyone who has no entry record

Which of the following is the most appropriate physical measure to prevent the theft of laptop PCs installed in an office?

1. Using biometric authentication at login
2. Fastening the laptops to the desks with security cables
3. Applying the latest security patches to the OS
4. Encrypting the contents of the hard disks

Which of the following corresponds to a green IT initiative?

1. Introducing a device that detects unauthorized access to servers
2. Establishing a backup center at a remote site in preparation for system failures
3. Storing important data spread across multiple media
4. Consolidating multiple servers into one using virtualization to reduce power consumption

Which measure protects equipment from the momentary abnormal high voltage that lightning induces on power and communication lines?

1. Keeping temperature and humidity constant with the server room's air conditioning
2. Duplicating critical equipment in a redundant configuration so that service continues even when a unit fails
3. Bolting server racks to the floor to prevent them from toppling
4. Installing surge protection devices such as arresters and surge protectors

Which of the following is the most appropriate purpose of a system audit?

1. To inspect and evaluate whether the risks related to information systems are properly managed, and to advise on improvements
2. To train information system users in operation and raise their proficiency
3. To restore information system failures quickly and minimize the impact on business
4. To design new functions for information systems and draw up development plans

Which of the following puts the steps of a system audit in the appropriate order?

1. Preliminary survey, then audit planning, then main survey, then audit report, then follow-up
2. Audit planning, then main survey, then preliminary survey, then follow-up, then audit report
3. Main survey, then preliminary survey, then audit planning, then audit report, then follow-up
4. Audit planning, then preliminary survey, then main survey, then audit report, then follow-up

Which of the following is the most appropriate statement about the independence required of a system auditor?

1. Systems in whose development or operation the auditor was personally involved must not be taken as audit targets
2. By also handling the operation of the audited system, the auditor can grasp its actual state accurately
3. The auditor must decide the audit items according to the instructions of the audited department's manager
4. Audits must always be commissioned to an external audit firm and cannot be performed by in-house staff

Which of the following is the most appropriate description of an audit trail?

1. A document defining in advance the purpose, scope, and timing of the audit
2. A document compiling the findings identified in the audit and advice for improvement, prepared for reporting to management
3. Records such as processing logs and approval records that make it possible to trace afterwards when, by whom, and what processing was performed
4. An improvement plan prepared by the audited department in response to the findings

Which of the following is the most appropriate description of the auditor's follow-up in a system audit?

1. The auditor personally fixes the programs in order to resolve the deficiencies pointed out
2. The auditor draws up the improvement plan for the findings and orders the audited department to carry it out
3. The auditor withholds preparation and submission of the audit report until the improvements are complete
4. The auditor confirms at a later date whether the audited department is implementing improvements for the findings

Which of the following is the most appropriate action based on the idea of segregation of duties in internal control?

1. Omitting the approval procedure and switching to after-the-fact reporting to reduce the staff's burden
2. Giving a single person combined authority from data entry through approval so that processing is not delayed
3. Making the person who enters payment data and the person who approves it different people
4. Giving everyone the same authority so that anyone can stand in for any task

Which of the following is the most appropriate description of IT governance?

1. Management giving direction to the use of IT in line with the business strategy, monitoring its execution, and putting in place a mechanism to correct it when necessary
2. Systematically developing, through training, staff who are proficient in operating information systems
3. Maintaining, through inspections, the power and air-conditioning facilities needed to run information systems
4. Defining in advance the procedures for informing users of the status and expected recovery time when an information system failure occurs