PMPi questionare: ============= 1. Following Global Standard process.

What is th
e target time to Resolve (TTR) a Problem record with priority P1 or P2? Correct
Answer- More than 21 calendar days. ============ 2. The goal of ________________
_____ Management is Root Cause Analysis Correct Answer- Problem ============ 3.
Due to their nature Emergency Changes are always derived from: Correct Answer Business Critical Incidents ============ 4. What is Change Management? Correct A
nswer - Cross-functional process for managing, coordinating and control ling cha
nges within managed IT environment ============ 5. Which Activity formally initi
ates the Change Mgmt process? Correct Answer - The Requestor submits a Request f
or Change ============ 6. How should the RTPA Automation report be used Correct
Answer: - 2 Answers ============ > RTPA Requestors ensure report is Green or Gra
y and provide ETP, RA or BCJ documents for Red/Yellow results > RTPA Coordinator
s and RTPA Admins review the report to make sure they have all RTPA-prerequisite
s fulfilled before proceeding with the request 7. Properly catergorize an incide
nt is important to: Correct Answer - Contribute to identify the proper Incident
solution ============ 8. As soon as the diagnosis is complete, and particularly
where a workaround has been found, a Known Error Record must be raised and place
d in the Known Error D atabase. Is this correct? Correct Answer - Yes ==========
== 9. HP Zero Tolerance for unauthorized changes policy states that: Correct Ans
wer - Emergency and urgent changes must be minimized and strictly adh ered to th
e authorization requirement ============ 10. What is the role of the Emergency C
hange Advisory Board (ECAB)? Correct Answer - A sub-set of the Change Advisory B
oard who make decisions about high impact Emergency Changes ============ 11. Wha
t is CMS in ITIL / ITSM ? Correct Answer - CMS is Configuration Management Syste
m. it can contain 1 or mor e databases - CMDBs. there are stored all information
about COnfig Items ============ (services, infrastructure, and components, for
example server suppo rt, server information, ...) 12. Which ITIL process prevent
s business impact resulting from changes to the IT

infrastructure? Correct Answer - Change Management ============ 13. Who decides

the category of a change? Correct Answer - The change Initiator/Supervisor =====
======= 14. What is the RTPA SharePoint intended for? Correct Answer - For handl
ing all RTPA Requests and Storing RTPA Documents and C hecklists ============ 15
. Why it's important to open a ticket on a workflow tool to handle an Incident ?
Correct Answer - To keep record and track all relevant information to the Incid
e nt ============ 16. When to set priority P1 for a new Problem record? Correct
Answer - Problems with real service interruption or directly impacting t he cust
omer. ============ 17. Proactive Problem Analysis could utilize data from variou
s sources (includin g: Incident data, Configuration Item data, Event data, histo
rical data, etc.) to identify potential issues Correct Answer - True. ==========
== 18. Incident Case Activity updates covering trouble shooting should include C
orrect Answer - all of the above ============ 19. We usually distinguish 2 group
s of people that work with data/information fr om configuration management. Whic
h of the following are they ? Correct Answer - Data Owners and Data Consumers ==
========== 20. Post Implementation Review (PIRs) identified by Change Management
can help P roblem Management known error database. Correct Answer - True ======
====== 21. How many tasks can be assigned to a change? Correct Answer - As much
as needed ============ 22. What is the best definition of a Change Advisory Boar
d (CAB) Correct Answer - Group of individuals who evaluate and approve changes =
=========== 23. When must a Post Implementation Review take place? Correct Answe
r - After every failed Change ============ 24. Problem Owner must assign Problem
ticket with priority P1 or P2 to Root Caus e Owner (RCO) within: Correct Answer
- 1 business day ============

25. Following Global Standard process. What is the target time to Resolve (TTR)
a Problem record with priority P3, P4 or P5? Correct Answer - Less or equal than
60 calendar days. ============ 26. One of the Benefits of Change Management is
Correct Answer - Increases stability of critical services. ============ 27. Whic
h of the following statements most accurately describes an incident assi gned a
Priority of High/P2? Correct Answer - Degraded Server, Service or Service functi
onality. ============ 28. We usually distinguish 2 groups of people that work wi
th data/information fr om configuration management. Which of the following are t
hey? Correct Answer - Data Owners and Data Consumers. ============ 29. What shou
ld be done when ACF RTPA audit area contains 0% Success Rate for a gi ven CI? Co
rrect Answer - The CI should be confirmed if physical (i.e. not cluster or clu s
ter package) and server-side checks performed manually by RTPA Admins. =========
=== 30. The Change Supervisor is responsible for: Correct Answer - Leading the p
lanning and implementation phases associated to a change. ============ 31. A War
m Handshake is required for all supported technologies when elevating w hich typ
es of cases from L1 to L2? Correct Answer - P1 Incidents or P2 Service Calls. ==
========== 32. What is the max. time for the Problem Owner to accept a priority
P1 or P2 Pr oblem ticket ? Correct Answer - 1 business day. ============ 33. The
end user should be informed about the Incident status: Correct Answer - Every t
ime there is any change to the status. ============ 34. Emergency changes are in
a sense the same as Normal Urgent Changes Correct Answer - False. ============
35. How is RTPA Automation accessed and used? Correct Answer - Via RTPA Portal U
RL link heading to ESL-integrated web interfac e requiring ESL credentials. ====
======== 36. The following are Change Types Correct Answer - Normal and Emergenc
y. ============ 37. What is a standard Change? Correct Answer - Predefined and p
reapproved changes by the customer with low ris

k. ============ 38. Following Global Standard process, Problem records with Prio
rity 1 need to h ave Root Cause Identified within...? Correct Answer - 5 days. =
=========== 39. From which data tool can information be extracted to gain an ins
ight into th e structure and composition of the IT infrastructure with its compo
nents? Correct Answer - The Configuration Management Database (CMDB) - like ESL
for exa mple. ============ 40. The Change Approver: Correct Answer - Ensures the
impacted domain they are responsible for is aware o f the changes. ============
41. Upon authorized implementation,Change Management triggers the relevant upda
t es to the CMDB Correct Answer - True. ============ 42. Appropriate uses of Pen
ding Status includes waiting for: Correct Answer - a customer to provide informa
tion needed to resolve a case. ============ 43. Which statement best defines the
term Configuration Item (CI)? Correct Answer - Any supported component of the i
nfrastructure or service that i s in scope of config management.. ============ 4
4. In which situations should be created a Problem ticket? Select all that appl
y Correct Answer: - 2 Answers ============ > Severity 1 incident with RtOP engag
ed. > Re-occurring incident. 45. As soon as the diagnosis is complete, and parti
cularly where a workaround ha s been found, a Known Error Record must be raised
and placed in the Known Error Database. Is this correct? Correct Answer - Yes ==
========== 46. A change back out plan is defined as: Correct Answer - A plan exe
cuted to restore a device to its original state after a failed change ==========
== 47. What best represents CI relationships? Correct Answer - It provides insig
ht regarding critical dependencies, backup and recovery points of CIs ==========
== to enable an organization to make informed decisions about the ha ndling of i
ncidents, problems, changes, service requests and other operational a ctivities.
48. The Change Manager: Correct Answer - Verifies priority of Change is consist
ent with the defined impa

ct and urgency. ============ 49. The Change Supervisor: Correct Answer - Leads a
nd coordinates the planning, building, testing and imple mentation of a Change.
============ 50.