Q16. One of the company’s assets is valued at $200,000.00. Based on historical data, the exposure factor is 25%, and the Annual Loss Expectancy (ALE) is calculated at $100,000.00. What is the Annualized Rate of Occurrence (ARO)?

Q17. The organization’s online retail system popularity has resulted in global demand. To provide customers with a
24×7 option for support in regard to returning products, a virtual assistant is designed providing simple instructions based on pre-defined questions which are commonly asked by customers. Which type of Machine Learning (ML) is applied?

Q18. A customer survey needs to be designed. What is the most important factor for success?

Q19. Being part of service management, business relationship management follows the principles of the service lifecycle. Which of the below is not part of activities defined in service operation?

Q20. The introduction of a security awareness program has resulted in a quick decrease in security incidents. Eight months later, security incidents are showing a sudden increase, and the blame is put on a non-functioning security awareness program. What is most likely the cause?

Q21. The project brief/project charter is created. Which of the following is not part of it?

Q22. Whilst creating the budget for the project, stakeholders demand that the project manager submits a budget proposal as accurate as possible, supported by a Work/Product Breakdown Structure (WBS/PBS). What is the preferred budget estimation?

Q23. Vendor management meetings take place several times per year. What is the main objective for these meetings?

Q24. Your organization considers a job rotation program. What is the main objective?

Q25. One particular incident repeatedly occurs every first day of the working week. As part of problem management, it is decided to gather a group of technical specialists to conduct problem analysis. Which technique is recommended?

Q26. The Service Level Agreement (SLA) mentions a section ‘estimated system response times’. What is not a key factor for a successful delivery?

Q27. During financial year closing, a processing error in a critical financial system occurs. Senior management demands a change to be implemented in order to not further delay the business processes. Which sort of change is applied?

Q28. The new social media platform is multi-media supported and will generate a large volume of raw data. The marketing department has a need for advanced analysis of this data. Which data management technology applies best?

Q29. On behalf of senior management, the Human Resource management department instructs all unit managers to perform appraisal meetings using SMART conditions. Which method is expected to be followed?

Q30. Senior management suspects possible threats in the IT organization and demands a high-level assessment which will list risks identified in order of priority for treatment. Which type of analysis should be conducted?

Q31. The IT service catalog is being reviewed. Which of the below is not considered a criterion for review?

Q32. Business is changing fast, resulting in the need to formally appoint a new staff member responsible for guiding the process in a controlled manner. Which role does apply?

Q33. From the list below, which activity is not considered to be an activity in the software development phase?

Q34. In business continuity planning, the maximum age of the data to restore in the event of a disaster is considered which of the following?

Q35. Whilst creating the IT service catalog, a needs analysis is conducted. One of the items discussed is the data points required for the IT services. What is the objective of these data points?

Q36. What is the Critical Success Factor (CSF) in IT services review?