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The IT service catalog is being reviewed. Which of the below is not considered a criterion for review?
Reviewing an IT service catalog, as per ITIL service asset and configuration management, focuses on ensuring services align with business needs and compliance requirements. Key criteria include:
Retiring services (A): Assessing whether services are outdated or no longer needed is critical.
New laws, codes, or regulations (B): Compliance with legal or regulatory changes is essential to avoid penalties.
Service relevance and appropriateness (D): Ensures services meet current business objectives and user needs.
Changes in the IT service provider organization (C), such as internal restructuring or staffing changes, are not typically a direct criterion for service catalog review, as the catalog focuses on services offered, not the provider's internal operations.
In system (application) development, a use case (user story) is a list of steps defining interactions between a role and a system to achieve a goal. What type of requirement is mentioned here?
A use case or user story describes interactions between a user (role) and the system to achieve a specific goal, defining what the system must do. This corresponds to a functional requirement (A), which specifies the system's features or capabilities (e.g., ''the system shall allow users to submit a return request''). According to SDLC and requirements engineering, functional requirements focus on specific functionalities, as captured in use cases.
Behavioral requirement (B): Not a standard term; it may refer to system behavior but is less specific than functional requirements.
Non-functional requirement (C): Covers performance, scalability, or usability (e.g., response time), not specific user interactions.
Security requirement (D): A subset of non-functional requirements focused on security, not general use case interactions.
The IT department is requested to select and implement technology and support which will deliver knowledge capable of supporting cross-functional business units. What do you require?
To deliver knowledge supporting cross-functional business units, both information management (A) and data management (B) are required (C). Data management ensures raw data is collected, stored, and organized (e.g., databases, data quality), while information management transforms data into meaningful knowledge (e.g., through analytics, reporting, or knowledge bases) accessible to business units. According to COBIT or IT strategy frameworks, integrating data and information management enables cross-functional collaboration by providing actionable insights and knowledge sharing.
Information management alone (A): Focuses on knowledge delivery but relies on well-managed data.
Data management alone (B): Provides raw data but lacks the processes to turn it into usable knowledge.
One particular incident repeatedly occurs every first day of the working week. As part of problem management, it is decided to gather a group of technical specialists to conduct problem analysis. Which technique is recommended?
For a recurring incident, problem management in ITIL aims to identify the root cause to prevent future occurrences. The 5-Whys technique (C) is recommended as it involves repeatedly asking ''why'' to drill down to the root cause of the issue. This simple, effective method is suitable for a group of technical specialists analyzing a recurring problem, such as an incident occurring every Monday, which may stem from a specific process, configuration, or system issue.
Kepner-Tregoe (A): A structured decision-making and problem-solving method, more complex and less focused on root cause analysis alone.
Technical observation post (B): Not a standard problem management technique; likely a distractor.
Fault isolation (D): Focuses on isolating faulty components, more applicable to hardware issues than recurring process-related incidents.
The 5-Whys technique is widely used in ITIL problem management for its simplicity and effectiveness in collaborative root cause analysis.
Lately, the support desk is receiving several requests for password resets from individuals who appear to be unknown to the organization. Possible criminal activities are suspected, and the organization wishes to address this issue in their information security awareness program. What is the area that requires awareness?
Requests for password resets from unknown individuals suggest social engineering attacks, such as phishing or impersonation, where attackers manipulate users to gain unauthorized access. An information security awareness program should focus on educating staff about social engineering tactics to recognize and prevent such incidents.
E-mail usage (A), instant messaging (B), and internet usage (C) may be vectors for attacks, but the core issue is social engineering, which encompasses tactics used across these channels.
