Which of these should a change model include? 1.The steps that should be taken to handle the change 2.Responsibilities; who should do what, including escalation 3.Timescales and thresholds for completion of the actions 4.Complaints procedures A. 1,2 and 3 only…
Which of the following statements BEST describes the aims of release and deployment management? A. To build, test and deliver the capability to provide the services specified by service design B. To ensure that each release package specified by service…
What is the BEST description of the CSI register? A. It is a record of all authorized changes and their planned implementation dates B. It is a record of proposed improvement opportunities and the benefits that will be achieved C.…
What is a RACI model used for? A. Performance analysis B. Recording configuration items C. Monitoring services D. Defining roles and responsibilities
When should a known error be raised? A. Only when the root cause is found and a workaround exists B. As soon as it becomes useful to do so C. Only when the error in the IT Service is found…
Which statement about service review meetings is FALSE? A. Actions from service review meetings should only be assigned to the service provider B. Meetings should be held on a regular basis to review service achievement C. Issues for the upcoming…
Which of the following are reasons why ITIL is successful? 1.ITIL is vendor neutral 2.It does not prescribe actions 3.ITIL represents best practice A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2…
Which stage of the service lifecycle has the purpose of looking for ways to improve process efficiency and cost effectiveness? A. Service operation B. Service transition C. Continual service improvement D. Service strategy
Which one of the following are the two primary elements that create value for customers? A. Value on investment (VOI) and return on investment (ROI) B. Customer and user satisfaction C. Service requirements and warranty D. Resources and capabilities
The Supplier Management process includes: (1)Service Design activities, to ensure that contracts will be able to support the service requirements (2)Service Operation activities, to monitor and report supplier achievements (3)Continual Improvement activities, to ensure that suppliers continue to meet or…