Infosys Certified Problem and Change Management Associate
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Real Lex exam-pattern multiple-choice questions for the Infosys Certified Problem and Change Management Associate certification. Each question includes the correct answer. The full question bank is available to Premium members.
- Question 1
Which one of the following is a CORRECT description of the “four Ps” of service Management?
- ✓ A four-step process for the design of effective service management Correct
- B A definition of the people and products required for successful design
- C A set of questions that should be asked when reviewing design specifications
- D Four major areas that need to be considered during service design
- Question 2
Which of the following activities should a service owner undertake?
1. Representing a specific service across the organization
2. Updating the configuration management system (CMS) after a change
3. Helping to identify service improvements
4. Representing a specific service in change advisory board (CAB) meetings
- ✓ 2, 3 and 4 only Correct
- B All of the above
- C 1, 2 and 3 only
- D 1, 3 and 4 only
- Question 3
There has been a failure in IT environment and an entire group has been impacted because of this failure. What is the sequence of activities to address the issue.
- ✓ Log a problem ticket and raise RFC Correct
- B Communicate to Customer, restore Service and then start the problem management process
- C restore Service and then start the problem management process
- D Raise RFC and follow the change mangement process
- Question 4
Which one of the following represents the BEST course of action to take when a problem workaround is found?
- ✓ The problem record is closed Correct
- B The problem record remains open and details of the workaround are documented within it
- C The problem record remains open and details of the workaround are documented on all related incident records
- D The problem record is closed and details of the workaround are documented in a request for change(RFC)
- Question 5
Which of the following is NOT an aim of the Change Management process?
- ✓ Overall business risk is optimised Correct
- B Standardised methods and procedures are used for efficient and prompt handling of all Changes
- C All budgets and expenditures are accounted for
- D All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
- Question 6
Problem Management works with Change Management?
- ✓ By installing changes to fix problems Correct
- B By negotiating with Incident Management for changes in IT for Problem
- C By issuing RFCs for permanent solutions
- D By working with users to change their IT configurations
- Question 7
Salesmen are able to use their laptops from hotels to obtain information on travel routes and traveling times. Salesmen have reported issues to Service Desk and Service Desk people on several occasions have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this fault has been identified. Which processes other than Incident Management are involved in achieving a structural solution?
- ✓ Change, Configuration, Release & Problem Management Correct
- B Only Configuration, Problem & Release Management
- C Only Change & Release Management
- D Only Change, Release & Configuration Management
- Question 8
Consider the following statements:
1. Effective Change Management ensures that urgency and impact are keys to decisions made on the scheduling of changes
2. Change Management controls all aspects of the change process
Which of these statements is true?
- ✓ 1 Correct
- B Neither of them
- C 2
- D Both of them
- Question 9
A jockey was in the middle of his race when he suddenly fell down from the horse on the track. In this what is the problem, if we consider the following statements?
A) The Jockey fell from his horse on the track
B) The Jockey could not complete his race
- ✓ A only Correct
- B B only
- C Both of the above
- D None of the above
- Question 10
Which of the following are needed to be checked in a change management process flow after the CAB meeting and before the successful implementation of change?
1) PBA (Patterns of Business Activity)
2) FSC (Forward Scheduling of Changes)
3) PSA (Projected Service Availability)
- ✓ 1 and 2 only Correct
- B 2 and 3 only
- C 1 and 3 only
- D All 1,2 and 3
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