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Exam 5: Information Security Foundation (based on ISO/IEC 27002

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Question 41

Multiple Choice

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Which one of the following activities does application management perform?

A) Defining where the vendor of an application should be located
B) Ensuring that the required functionality is available to achieve the required business outcome
C) Deciding who the vendor of the storage devices will be
D) Agreeing the service levels for the service supported by the application

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Question 42

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Which of these recommendations is best practice for service level management? 1) Include legal terminology in service level agreements (SLAs) 2) It is NOT necessary to be able to measure all the targets in an SLA

A) 1 only
B) 2only
C) Both of the above
D) Neither of the above

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Question 43

Multiple Choice

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Which one of the following can help determine the level of impact of a problem?

Which of the following would commonly be found in a contract underpinning an IT service? 1) Financial arrangements related to the contract 2) Description of the goods or service provided 3) Responsibilities and dependencies for both parties

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

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

In which of the following should details of a workaround be documented?

What is the BEST description of an operational level agreement (OLA) ?

Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

Which of the following does the Availability Management process include? 1) Ensuring services are able to meet availability targets 2) Monitoring and reporting actual availability 3) Improvement activities, to ensure that services continue to meet or exceed their availability goals

Which of the following are Service Desk organizational structures? 1) Local Service Desk 2) Virtual Service Desk 3) IT Help Desk 4) Follow the Sun

What is the primary focus of business capacity management?

A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

The definitive media library is the responsibility of:

Which of the following statements about communication within Service Operation are CORRECT? 1) All communication must have an intended purpose or resultant action 2) Communication should not take place without a clear audience

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

Which of the following statements is CORRECT? 1) The only phase of the Service Management Lifecycle where value can be measured is Service Operation 2) All of the phases of the lifecycle are concerned with the value of IT services

Which of these would fall outside the scope of a typical service change management process?

Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?