Question 71 documentation is a substantial part of

QUESTION: 71
Documentation is a substantial part of the evidence for Service Management What is a
best practice relating to documentation?
A. Documentation should be kept at least five years for auditing purposes.
B. Documentation should be protected from damage due to IT related disasters.
C. Documentation should be stored at a central place and be only accessible via
procedures
D. Documentation should refer to the requirements of ISO/EC 20000 for audit
purposes.
Answer: B
QUESTION: 72
The Service Desk of supplier X continuous receives the same incident report. This
concerns the latest version of a client-server application. The problem no longer occurs
if the former version is re-installed. Because the cause of the incident has still not been
traced, the supplier decides to advise the customers to temporarily install the old
version, if the problem occurs. What is this advice an example of?
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C
QUESTION: 73
What is the objective of the Security Management process?
D
QUESTION: 74
What is the most common process that is associated with the Service Desk?
C
QUESTION: 75
Problem Management is responsible for carrying out trend analysis of Incident volumes
and types. What is the reason for this?
A. to be able to charge to the correct users of the service
B. to be able to provide reports to management
C. to prevent repetitive occurrence of Incidents
D. to provide input to the Capacity Database
Answer: C
QUESTION: 76
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What is the purpose of CobiT™?
D
QUESTION: 77
Why is it important that the Service Desk attempts to link an Incident to a Known
Error?
B
QUESTION: 78
What must be included in a well defined Process structure?
A
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