CITM Dumps with Practice Exam Questions Answers

Ahigh-level assessmentto list risks in order of priority for treatment is best conducted usingqualitative analysis(D). According toISO 31000, qualitative risk analysis assesses risks based on their likelihood and impact using non-numerical methods (e.g., risk matrices, high/medium/low ratings). This approach is suitable for high-level assessments, as it quickly prioritizes risks without requiring detailed quantitative data, aligning with senior management’s needs for a prioritized risk list.

Quantitative analysis (A):Uses numerical data (e.g., cost estimates, probabilities) for detailed analysis, not ideal for high-level overviews.

Semi-quantitative analysis (B):Combines qualitative and quantitative methods, but is more detailed than needed for a high-level assessment.

Ad hoc analysis (C):Not a standard risk analysis method; implies informal analysis, unsuitable for structured prioritization.

Reviewing anIT service catalog, as perITILservice 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Retiring services (A):Assessing whether services are outdated or no longer needed is critical.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.

AnSLA’s section onestimated system response timesfocuses on ensuring the system meets performance expectations. Key factors for successful delivery include:

Technical specifications of the system (A):Defines the system’s capabilities (e.g., processing power, architecture) critical for response times.

Skills and knowledge of staff (C):Ensures the IT team can manage and optimize the system for performance.

Technical specifications of the IT infrastructure (D):Includes network, servers, and storage, which directly impact response times.

Price for the IT service (B)is not a direct factor in achieving system response times, as it relates to cost negotiation rather than technical performance. While budget may influence resource allocation, it’s not a key factor in delivering the SLA’s performance metrics.

The primary reason for includinganonymous feedbackin feedback collection is topromote honest feedback while avoiding fear for backfiring on the participant(B). Anonymity encourages participants to provide candid, truthful responses without worrying about repercussions, such as criticism or retaliation, which is critical inservice managementfor gathering accurate insights into service quality or issues. According toITIL’s continual service improvement (CSI), honest feedback is essential for identifying areas for improvement.

Avoidance of non-compliance (A):Anonymity is unrelated to regulatory compliance in this context.

Easier processing of data (C):Anonymity may complicate data processing by removing identifiers, not simplifying it.

Reduced time (D):Anonymity doesn’t inherently reduce the time required for feedback.

InITIL’s problem management process,poor registration of problems(A) is the most likely cause of low-quality problem resolution. Effective problem management requires accurate logging of incidents and problems, including detailed descriptions, to enable proper root cause analysis and resolution. If problems are poorly registered (e.g., incomplete or inaccurate data), it hinders diagnosis and resolution, leading to customer dissatisfaction.

Wrong allocation of problems (B):Incorrect assignment to teams can delay resolution but is less fundamental than poor registration, which affects the entire process.

Errors in priority (C):Incorrect prioritization may delay urgent issues, but poor registration impacts resolution quality more directly.

Lack of budget (D):May limit resources, but the scenario points to process quality, not resource constraints.