PMPi questionare: ============= 1. Following Global Standard process. What is the target time to Resolve (TTR) a Problem record with priority P1 or P2? Correct Answer- More than 21 calendar days. ============ 2. The goal of _____________________ Management is Root Cause Analysis Correct Answer- Problem ============ 3. Due to their nature Emergency Changes are always derived from: Correct Answer - Business Critical Incidents ============ 4. What is Change Management? Correct Answer - Cross-functional process for managing, coordinating and control ling changes within managed IT environment ============ 5. Which Activity formally initiates the Change Mgmt process? Correct Answer - The Requestor submits a Request for Change ============ 6. How should the RTPA Automation report be used Correct Answer: - 2 Answers ============ > RTPA Requestors ensure report is Green or Gray and provide ETP, RA or BCJ documents for Red/Yellow results > RTPA Coordinators and RTPA Admins review the report to make sure they have all RTPA-prerequisites fulfilled before proceeding with the request 7. Properly catergorize an incident is important to: Correct Answer - Contribute to identify the proper Incident solution ============ 8. As soon as the diagnosis is complete, and particularly where a workaround has been found, a Known Error Record must be raised and placed in the Known Error D atabase. Is this correct? Correct Answer - Yes ============ 9. HP Zero Tolerance for unauthorized changes policy states that: Correct Answer - Emergency and urgent changes must be minimized and strictly adh ered to the authorization requirement ============ 10. What is the role of the Emergency Change Advisory Board (ECAB)? Correct Answer - A sub-set of the Change Advisory Board who make decisions about high impact Emergency Changes ============ 11. What is CMS in ITIL / ITSM ? Correct Answer - CMS is Configuration Management System. it can contain 1 or mor e databases - CMDBs. there are stored all information about COnfig Items ============ (services, infrastructure, and components, for example server suppo rt, server information, ...) 12. Which ITIL process prevents business impact resulting from changes to the ITinfrastructure? Correct Answer - Change Management ============ 13. Who decides the category of a change? Correct Answer - The change Initiator/Supervisor ============ 14. What is the RTPA SharePoint intended for? Correct Answer - For handling all RTPA Requests and Storing RTPA Documents and C hecklists ============ 15. Why it's important to open a ticket on a workflow tool to handle an Incident ? Correct Answer - To keep record and track all relevant information to the Incide nt ============ 16. When to set priority P1 for a new Problem record? Correct Answer - Problems with real service interruption or directly impacting t he customer. ============ 17. Proactive Problem Analysis could utilize data from various sources (includin g: Incident data, Configuration Item data, Event data, historical data, etc.) to identify potential issues Correct Answer - True. ============ 18. Incident Case Activity updates covering trouble shooting should include Correct Answer - all of the above ============ 19. We usually distinguish 2 groups of people that work with data/information fr om configuration management. Which of the following are they ? Correct Answer - Data Owners and Data Consumers ============ 20. Post Implementation Review (PIRs) identified by Change Management can help P roblem Management known error database. Correct Answer - True ============ 21. How many tasks can be assigned to a change? Correct Answer - As much as needed ============ 22. What is the best definition of a Change Advisory Board (CAB) Correct Answer - Group of individuals who evaluate and approve changes ============ 23. When must a Post Implementation Review take place? Correct Answer - After every failed Change ============ 24. Problem Owner must assign Problem ticket with priority P1 or P2 to Root Caus e Owner (RCO) within: Correct Answer - 1 business day ============25. Following Global Standard process. What is the target time to Resolve (TTR) a Problem record with priority P3, P4 or P5? Correct Answer - Less or equal than 60 calendar days. ============ 26. One of the Benefits of Change Management is Correct Answer - Increases stability of critical services. ============ 27. Which of the following statements most accurately describes an incident assi gned a Priority of High/P2? Correct Answer - Degraded Server, Service or Service functionality. ============ 28. We usually distinguish 2 groups of people that work with data/information fr om configuration management. Which of the following are they? Correct Answer - Data Owners and Data Consumers. ============ 29. What should be done when ACF RTPA audit area contains 0% Success Rate for a gi ven CI? Correct Answer - The CI should be confirmed if physical (i.e. not cluster or clu ster package) and server-side checks performed manually by RTPA Admins. ============ 30. The Change Supervisor is responsible for: Correct Answer - Leading the planning and implementation phases associated to a change. ============ 31. A Warm Handshake is required for all supported technologies when elevating w hich types of cases from L1 to L2? Correct Answer - P1 Incidents or P2 Service Calls. ============ 32. What is the max. time for the Problem Owner to accept a priority P1 or P2 Pr oblem ticket ? Correct Answer - 1 business day. ============ 33. The end user should be informed about the Incident status: Correct Answer - Every time there is any change to the status. ============ 34. Emergency changes are in a sense the same as Normal Urgent Changes Correct Answer - False. ============ 35. How is RTPA Automation accessed and used? Correct Answer - Via RTPA Portal URL link heading to ESL-integrated web interfac e requiring ESL credentials. ============ 36. The following are Change Types Correct Answer - Normal and Emergency. ============ 37. What is a standard Change? Correct Answer - Predefined and preapproved changes by the customer with low risk. ============ 38. Following Global Standard process, Problem records with Priority 1 need to h ave Root Cause Identified within...? Correct Answer - 5 days. ============ 39. From which data tool can information be extracted to gain an insight into th e structure and composition of the IT infrastructure with its components? Correct Answer - The Configuration Management Database (CMDB) - like ESL for exa mple. ============ 40. The Change Approver: Correct Answer - Ensures the impacted domain they are responsible for is aware o f the changes. ============ 41. Upon authorized implementation,Change Management triggers the relevant updat es to the CMDB Correct Answer - True. ============ 42. Appropriate uses of Pending Status includes waiting for: Correct Answer - a customer to provide information needed to resolve a case. ============ 43. Which statement best defines the term Configuration Item (CI)? Correct Answer - Any supported component of the infrastructure or service that i s in scope of config management.. ============ 44. In which situations should be created a Problem ticket? Select all that appl y Correct Answer: - 2 Answers ============ > Severity 1 incident with RtOP engaged. > Re-occurring incident. 45. As soon as the diagnosis is complete, and particularly where a workaround ha s been found, a Known Error Record must be raised and placed in the Known Error Database. Is this correct? Correct Answer - Yes ============ 46. A change back out plan is defined as: Correct Answer - A plan executed to restore a device to its original state after a failed change ============ 47. What best represents CI relationships? Correct Answer - It provides insight regarding critical dependencies, backup and recovery points of CIs ============ to enable an organization to make informed decisions about the ha ndling of incidents, problems, changes, service requests and other operational a ctivities. 48. The Change Manager: Correct Answer - Verifies priority of Change is consistent with the defined impact and urgency. ============ 49. The Change Supervisor: Correct Answer - Leads and coordinates the planning, building, testing and imple mentation of a Change. ============ 50.