To see the answer, highlight the text after the “A:” letter.
Q: Purpose of Service Catalog Mgmt?
A: to manage the Service Catalog and ensure consistency of services with business needs; to control and allow only authorized access to the Service Catalog.
Q: Define IT Availability Mgmt Information System
A: AMIS: a collection of tools, data and information gathered to ensure Availability Mgmt.
Q: What is the Availability plan?
A: It ensures current and future business availability needs for IT services in a cost-effective manner.
Q: Define Maintainability
A: the ability of a service or a CI to be restored to its working state. It’s measured with MTRS.
Q: Define Resiliency
A: the amount of time that passes before a service or a CI fails. It’s measured with MTBF or MTBSI.
Q: With which roles does the Availability Manager work?
A: Service Level Manager, IT Operations Manager, Technical Manager, Applications Manager.
Q: What are the characteristics of services in terms of Availability Mgmt?
A: fault tolerance and high availability.
Q: Define the Capacity plan
A: documents current and historic usage of IT service resources and studies future capacity needs of IT services in order to meet business needs.
Q: What are the 3 Sub-processes of Capacity Mgmt?
A: Business Capacity Mgmt, Component Capacity Mgmt, Service Capacity Mgmt.
Q: Define CMIS
A: Capacity Mgmt Information System: stores all data and information about IT service capacity, in addition to the Capacity Plan.
Q: How do we calculate the availability of a service?
A: availability= ((total_nbr_hours – nbr_hours_fail)/total_nbr_hours)*100.
Q: What are the steps to restore a failed service?
A: identify, diagnose, repair, recover, restore.
Q: What is the purpose of Information Security Mgmt?
A: to ensure CIA of services and resources at the agreed levels.
Q: Define ISMS
A: Information Security Mgmt System: set of procedures, tools and resources that ensure the mgmt of Information Security. It is not reduced to IT security only, but encompasses also paper, physical access, etc.