ITIL Sample Test 3 Notes Flashcards Preview

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Flashcards in ITIL Sample Test 3 Notes Deck (16)
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1

The security enforcement lifecycle model is

Threat, Incident, Damage, Control. In the event a security incident occurs, it must first be detected; subsequent measures to repress or minimize the damage are then taken.

2

_____ changes are non-emergency changes.

Normal

3

Minor normal changes are handled by the _____ _____.

Change Mananger

4

Significant normal changes are approved by the _____ _____ _____.

Change Advisor Board

5

Major normal changes are approved by the _____ _____ _____.

IT Management Board

6

What type of analysis must be conducted before implementing a security measure?

Cost-Benefit Analysis
A cost-benefit analysis must be conducted before implementing a security measure, to ensure the measure is appropriate for both the threat risk and potential loss.

7

The processes that support _____ _____ are Event Management, Incident Management, Problem Management, Request Management, and Access Management.

Support Operation

8

It is important that the _____ _____ function be made up of both support and design staff to ensure that a quality, supportable design is implemented. (Specialist Technical Architects and Designers and Specialist Maintenance and Support Staff

Technical Management

9

_____/_____ Contraints such as bandwidth throttling and session timeouts, and _____ Constraints such as penalties for usage in excess of base levels are methods for controlling demand and usage of services.

Physical/Technical
Financial

10

_____ _____ is carried out in the Service Design, Service Operation, and CSI phases.

Supplier Management

11

Plans used to record all improvement actions and plans agreed upon between suppliers and service providers.

Supplier Service Improvement Plans

12

Which role is responsible for ensuring SLA targets for incident resolution are met?

Incident Manager

13

Service Level Management processes are found within which two lifecycle phases?

Service Design and CSI

14

Service Desk, Technical Management, Application Management, and IT Operations Management are _____ _____ operation functions. Event Management is a _____ _____ process.

Service Operation

15

Security Process Model

Threat, Incident, Damage, Control

16

____ ____ are intended to handle and log large volume of calls, and typically have low resolution rates on the first customer contact. Calls are usually routed to more specialized staff for resolution.

Call Centers