ITIL Exam Questions Help

[quicksilver]

Hi

I am about to sit for my foundation exam. I have few questions hope you guys dont mind helping me out.

1) how do you link CMDB with DSL?

2) When do we close known-error records
a) after the change has been successfully implemented?
b) after the release has been sucesfully implemented
c) they do not get closed

3) When do we close problem records?

4) What are configuration items in CMDB? Do you consider Incidents, Problems, and Changes configuration items?

5) Where do your keep incident records, problem records, change records, RFCs, and release records in ITIL? do we keep them in CMDB?

6) Is activity based costing a valid charging/pricing method in ITIL?

7) What would you find in RFC (request for change)?
a) applicant
b) description
c) priority
d) all the above

8 ) Where do you store information relating to Software Release components? is it CMDB? If so, why?

9) Who assigns priority to incidents? Service desk or Incident Management?

10) If there is no known error in KEDB for an incident, Incident Management will raise the incident with Problem Management, is this correct? If so, how does Problem Management know which incident needs solution ASAP? is it based on the same prioritization used in Incident Management?

Thanks for all your help!

Kev

[rams]

quicksilver:

Here are the answers for short questions. Other questions need elaborated answers. Also, these answers are correct per my knowledge and I do not take any responsibilities if they are wrong.


1) how do you link CMDB with DSL?

=> this depends on implemenation and varies by organization

2) When do we close known-error records
a) after the change has been successfully implemented?
b) after the release has been sucesfully implemented
c) they do not get closed

 Both a and b are same. (as to solve a know error it may be a change or may be a release)

3) When do we close problem records?
 With Known error records Following successful implementation of Changes to resolve errors

4) What are configuration items in CMDB? Do you consider Incidents, Problems, and Changes configuration items?
 CIs may be hardware, software or documentation. Examples include services, servers, environments, equipment, network components, desktops, mobile units, applications, licences, telecommunication services, and facilities.

CIs include other records and data like Incidents, Known Errors and Problems, but these are not CIs in themselves.


5) Where do your keep incident records, problem records, change records, RFCs, and release records in ITIL? do we keep them in CMDB?
 No.


6) Is activity based costing a valid charging/pricing method in ITIL?
 Yes, it is Service-Based charging.


7) What would you find in RFC (request for change)?
a) applicant
b) description
c) priority
d) all the above

 d) all the above


8 ) Where do you store information relating to Software Release components? is it CMDB? If so, why?


9) Who assigns priority to incidents? Service desk or Incident Management?
 First of all it is assigned by Service desk but can be changed by Incident Management in consultation with Service Desk.


10) If there is no known error in KEDB for an incident, Incident Management will raise the incident with Problem Management, is this correct? If so, how does Problem Management know which incident needs solution ASAP? is it based on the same prioritization used in Incident Management?