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

Which of the following activities are performed by a service desk? 1) Logging details of incidents and service requests 2) Providing first-line investigation and diagnosis 3) Restoring service 4) Implementing all standard changes

Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1) Details of failed changes 2) Updates to the change schedule 3) Reviews of completed changes

Which of the following BEST describes the purpose of access management?

Which statement BEST represents the guidance on incident logging?

What is most likely to cause a loss of faith in the Service Level Management process?

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

Which of the following are responsibilities of a Service Level Manager? 1) Agreeing targets in Service Level Agreements 2) Designing the service so it can meet the targets 3) Ensuring all needed contracts and agreements are in place

Remediation planning is BEST described in which of the following ways?

Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

Service transition contains detailed descriptions of which processes?

What are Request Models used for?

Which of these statements about Service Desk staff is CORRECT?

Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

Which of the following is NOT a purpose of Service Transition?

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

Which role is accountable for a specific service within an organization?

Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

Which one of the following is the BEST definition of an event?

Which process is responsible for frequently occurring changes where risk and cost are low?

Which of the following is the goal or purpose of service level management?