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A. Change Management
B. Problem Management
C. Configuration Management
D. Release Management
A. Type identity
B. Unique identifier
C. Version number
D. Both A and B
E. All of the above
A. Components
B. Features
C. Characteristics
D. Attributes
A. A user name
B. A video monitor
C. A procedure
D. A bought-in software package
A. Formal escalation
B. Functional escalation
C. Hierarchical escalation
D. Operational escalation
A. The Service Improvement Program
B. The Service Catalogue
C. The organization chart
D. The Service Level Agreement
A. Ownership of an incident throughout its lifecycle
B. Investigation & Diagnosis
C. Raising Requests for Change
D. Maintenance of a known error database
A. It resolves serious incidents for the Service Desk.
B. It studies all incidents resolved by the Service Desk.
C. It relieves the Service Desk by communicating the resolution directly to the user.
D. It makes information on a Known Error available to the Service Desk.
A. The change builder
B. The Change Manager
C. The Change Advisory Board
D. An independent tester
A. Change Management
B. Configuration Management
C. Incident Management
D. Service Level Management
A. Protection of the data against unauthorized access and use
B. Ability to access data at any moment
C. The correctness of the data
D. The capacity to verify that the data is correct
A. Tuning
B. Maintainability
C. Application sizing
D. Demand Management
A. Capacity Management
B. Change Management
C. Configuration Management
D. Financial Management for IT Services
A. Internal Specification Sheet
B. Operational Level Agreement
C. Service Level Agreement
D. An underpinning third party contract
A. Change & Cost Management
B. Availability Management & IT Service Continuity Management
C. Incident & Change Management
D. Service Level Management & IT Service Continuity Management