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1. Despite low resource CPU utilization, many organizations suffer application outages and service degradation when the demand on the critical infrastructure components is overwhelming.
Which Tivoli product provides a formal way to gather data, and analyze, model and approve utilization management activities?
A. IBM Tivoli Configuration Manager
B. IBM Tivoli Capacity Process Manager
C. IBM Tivoli Business Systems Manager
D. IBM Tivoli Change and Configuration Management Database
Answer: B

2. A customer CIO invites a solution advisor to discuss IT Service Management in general and how it might help the IT group work more effectively and efficiently.
What should the solution advisor do in the first meeting with the CIO?
A. ask the CIO about the company s history, competition and market value
B. ask the CIO about his background, education and professional experience
C. ask the CIO about the number of employees, number of locations and the most recent major project the company has done
D. ask the CIO about the technical environment including networking, hardware, software and security, so that the customers technical environment has been evaluated
Answer: D
3. A company s Change Advisory Board approves a change that requires the upgrade of a particular software within the infrastructure.
Now that the Change Management process is at an end, which process needs to be engaged to ensure that the change is executed?
A. Release Management
B. Problem Management
C. IT Continuity Management
D. Configuration Management
Answer: A
4. In which phases are most requirements discovered and defined?
A. Initiating and Planning
B. Initiating and Execution
C. Planning and Execution
D. Initiating and Monitoring/Controlling
Answer: A
5. Click the Exhibit button.
Based upon the scenario in the exhibit, which statement best matches the customer s Goals in relation to IT and Enterprise Asset Management?
A. Golden Bank needs baseline historical data for comparison purposes.
B. Golden Bank will convert our business processes to an ITIL framework.
C. Golden Bank will be recognized as the best international consumer bank.
D. Golden Bank has total commitment to providing their customers increasingly better service.
Answer: B
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