Free ISO 20000 Certification Configuration Management Questions and Answers — Questions and Answers

Question 1: Which of the following is NOT a part of what configuration management accomplishes to achieve its objective?

Maintain versions of CIs.
Identify versions of CIs.
Relates versions of CIs. (Correct answer)
Control versions of CIs.
Verify versions of CIs.

Correct answer: Relates versions of CIs.

Configuration management aims to identify, control, maintain, and verify versions of Configuration Items (CIs) throughout their lifecycle. While it tracks relationships between CIs, its core objective regarding versions of CIs is to manage them (identify, control, maintain, verify), not specifically to "relate" versions to each other in the same way it relates different CIs.

Question 2: Change Management is aided by configuration management via:

Identifying trends and root causes
Assessing the impact of a service failure and finding related changes
None of the above
Assessing risks and impacts associated with a change
Mapping infrastructure to applications and business processes (Correct answer)

Correct answer: Mapping infrastructure to applications and business processes

Configuration Management aids Change Management by providing a clear understanding of the relationships and dependencies between Configuration Items (CIs). By mapping infrastructure components to the applications and business processes they support, Change Management can accurately assess the potential impact and risks of a proposed change, preventing unintended disruptions.

Question 3: Support for Incident Management through Configuration Management includes:

Assessing the impact of a service failure and finding related changes (Correct answer)
Assessing risks and impacts associated with a change
Identifying trends and root causes

Correct answer: Assessing the impact of a service failure and finding related changes

Configuration Management supports Incident Management by providing critical information about the affected Configuration Items (CIs) and their relationships. This allows incident managers to quickly assess the impact of a service failure, identify related CIs, and understand any recent changes that might have contributed to the incident, thereby speeding up diagnosis and resolution.

Question 4: What of the following is true?

Attributes represent dependencies between the Configuration Items and are maintained according to policy.
Categories consist of pick lists, text fields, date/time stamps, etc. Each category has its own policy document.
Relationships represent dependencies between CIs and are maintained according to policy. (Correct answer)
Categories provide a logical grouping of CIs. Each category has it's own policy document.

Correct answer: Relationships represent dependencies between CIs and are maintained according to policy.

In Configuration Management, relationships are crucial for understanding how different Configuration Items (CIs) are connected and depend on each other. These dependencies are formally defined and managed according to established policies, providing a comprehensive view of the service infrastructure and its interconnections. Attributes are properties of a CI, not dependencies between CIs.

Question 5: Which of the subsequent is not often kept in the CMDB?

Application Instances
Servers
Laptop (Correct answer)
All of the above
Database

Correct answer: Laptop

While a CMDB can contain almost any CI, it typically focuses on CIs that are critical to the delivery of services and require formal control and management. Servers, application instances, and databases are usually core components of IT services. Laptops, while important end-user devices, are often managed through asset management systems rather than being individually tracked as CIs in the CMDB, unless they are specifically critical to a service.

Question 6: Which of the subsequent statements is true?

Controlled data elements have been determined to be critical by the Configuration Manager. These fields are required and must follow certain standards as stated in the category’s Policy Document. (Correct answer)
Controlled data elements have been determined to be critical by the Configuration Manager. These fields are NOT required and must follow certain standards as stated in the category’s Policy Document.
Optional attributes are NOT relevant to the CI category. However, they are not critical to the support and analysis of the CIs. They are available for use. However, they are not strictly regulated like controlled data elements are.
Excluded attributes are relevant to the CMDB and/or the CI category. Examples would be financial data for any CI and the application name of a network switch.
All of the above

Correct answer: Controlled data elements have been determined to be critical by the Configuration Manager. These fields are required and must follow certain standards as stated in the category’s Policy Document.

Controlled data elements are essential pieces of information about a Configuration Item (CI) that are deemed critical for effective service management. They are mandatory fields within the CMDB and must adhere to specific standards and formats outlined in the relevant policy documents, ensuring data quality and consistency. This strict control is vital for accurate decision-making and service delivery.

Question 7: A "Uses/Used By" relationship is used across programs, while a "Dependent Upon/Provides to" relationship is used within the same application.

FALSE
TRUE (Correct answer)

Correct answer: TRUE

This statement accurately describes common conventions for defining relationships between Configuration Items (CIs) in a Configuration Management Database (CMDB). "Uses/Used By" relationships are often employed to show broader interactions across different programs or services, while "Dependent Upon/Provides to" relationships are typically used to detail direct, often technical, dependencies within a specific application or service stack.

Question 8: What function do the Policy Documents play in the Configuration Management process?

All of the above (Correct answer)
Specify what types of relationships are tracked by the Configuration Management process.
Determine the required format of CI attributes stored in the CMDB
Provide instructions to the Configuration Coordinators on how to process CMDB update requests

Correct answer: All of the above

Policy Documents in Configuration Management are foundational. They define the rules and guidelines for the entire process, including specifying the types of relationships to be tracked, dictating the required format and standards for CI attributes, and providing instructions for Configuration Coordinators on how to manage CMDB updates. They ensure consistency, accuracy, and control within the CMDB.

Question 9: Authors and owners of the Policy Documents are members of the Configuration Item Owner role.

TRUE
FALSE (Correct answer)

Correct answer: FALSE

The statement is false because the roles of a Policy Document owner and a Configuration Item (CI) Owner are distinct. A Policy Document owner is responsible for the content, governance, and lifecycle of a policy, ensuring it aligns with organizational objectives. A CI Owner, conversely, is accountable for a specific Configuration Item (e.g., a server, an application) and its accurate representation and management within the Configuration Management Database (CMDB).

Question 10: Failure to link the Configuration Management process with the Change Management process will result in failure.

FALSE
TRUE (Correct answer)

Correct answer: TRUE

This statement is true because Configuration Management and Change Management are highly interdependent processes. Configuration Management provides accurate, up-to-date information about Configuration Items (CIs) to Change Management, ensuring that changes are planned against the correct assets and their relationships. Without this link, changes could be made to incorrect CIs, lead to unauthorized modifications, or result in an inaccurate CMDB, causing service disruptions and failures.

Question 11: What DOESN'T a high-level CI accomplish?

None of the above
To be used in Work Orders when performing work on multiple unique CI instances. (Correct answer)
To group unique application instances.
To be used in Service Calls and Incidents when the specific CI is unknown.

Correct answer: To be used in Work Orders when performing work on multiple unique CI instances.

High-level CIs are useful for grouping, reporting, and understanding relationships at a broader level, or for initial incident logging when a specific CI is unknown. However, when performing actual work on *multiple unique CI instances* via Work Orders, specific individual CIs are typically required. A high-level CI would not provide the necessary granularity to track precise work performed on distinct assets, making it unsuitable for this specific task.

Question 12: The CMDB is one of the several file formats that may be exported from any Service Desk view. <br>Which of the following doesn't qualify as a file type that the Service Desk export feature can handle?

Microsoft Word and Microsoft Excel
Comma and Tab Separated Values
XML
XHTML (Correct answer)
HTML

Correct answer: XHTML

Service Desk export features commonly support widely used formats for data analysis, reporting, and integration. These typically include Microsoft Word, Microsoft Excel, Comma Separated Values (CSV), Tab Separated Values, and XML. While HTML is a common web format, XHTML (eXtensible HyperText Markup Language) is generally not a standard or common direct export file type offered by Service Desk tools for data manipulation, unlike the other options which are geared towards structured data or document exchange.

Question 13: Anyone who develops, provides, or supports a configuration item in the specified IT environment is the CI _________.

Lead
Controller
Owner (Correct answer)
Manager
None of the above

Correct answer: Owner

In Configuration Management, the CI Owner is the individual or group accountable for a specific Configuration Item throughout its lifecycle. This role encompasses responsibility for its development, provision, support, and ensuring its information is accurately maintained in the Configuration Management Database (CMDB). This accountability is crucial for effective management and governance of IT assets.

Question 14: True or False: The CMDB can be used for a variety of tasks, but its main goal is to give the other Service Management processes accurate and timely data.

FALSE
TRUE (Correct answer)

Correct answer: TRUE

This statement is true. The Configuration Management Database (CMDB) serves as a central repository for information about Configuration Items (CIs) and their relationships. Its primary objective is to provide accurate, reliable, and timely data to all other Service Management processes, such as Incident, Problem, and Change Management. This ensures that decisions across the service lifecycle are based on current and correct information, leading to more effective and efficient service delivery.

Question 15: Certificates allow for safe connectivity and authentication

Rooted devices
Updating and revoking certificates (Correct answer)
Ip schema
Firewall rules

Correct answer: Updating and revoking certificates

Certificates enable secure connectivity and authentication by verifying identities and encrypting communications. To maintain this security and trust, certificates must be actively managed throughout their lifecycle. This includes regularly updating (renewing) them before expiration and promptly revoking them if they are compromised or no longer valid, ensuring continuous protection in digital interactions.

Question 16: Blocking hazardous content with filtering tools like Next Generation (NG) Firewalls or Unified Threat Management (UTM)

content/URL filtering (Correct answer)
policy based firewall
rules based firewall
stateless packet filtering

Correct answer: content/URL filtering

Next Generation Firewalls (NGFWs) and Unified Threat Management (UTM) systems integrate multiple security functions beyond basic packet filtering. Blocking hazardous content, such as malicious websites or inappropriate material, is specifically achieved through their content and URL filtering capabilities. These features analyze web traffic and block access based on predefined categories, blacklists, or real-time threat intelligence.

Free ISO 20000 Certification Configuration Management Questions and Answers

Which of the following is NOT a part of what configuration management accomplishes to achieve its objective?