ITIL

Which practice is responsible for moving components to live environments?

• Change control

• Release management

• IT asset management

• Deployment management 

Which practice includes the classification and ownership of queries and requests from users?

• Service desk

• Incident management

• Change control 

• Service level management 

Which practice identifies metrics that reflect the customer’s experience of a service? 

• Continual improvement

• Service desk

• Service level management

• Problem management

What is the PRIMARY use of a change schedule?

• To support 'incident management' and improvement planning

• To manage emergency changes

• To plan changes and help avoid conflicts

• To manage standard changes

1)    Which service management dimension is focused on activities and how these are coordinated?

• Organizations and people 

• Information and technology

• Partners and suppliers

• Value streams and processes

1)    How does ______________categorization of incidents assist the ‘incident management’ practice?

• It helps direct the incident to the correct support area

• It determines the priority assigned to the incident

• It ensures that incidents are resolved in timescales agreed with the customer D. It determines how the service provider is perceived

service is a means of enabling value co-creation by facilitating ______ that customers want to achieve.

• the warranty

• outcomes 

• the utility 

• outputs

Which is a recommendation of the ‘continual improvement’ practice?

• There should at least be a small team dedicated to leading ‘continual improvement’ efforts

• All improvements should be managed as multi-phase projects 

• ‘Continual improvement' should be isolated from other practices

• External suppliers should be excluded from improvement initiatives

Which is a potential benefit of using an IT service management tool to support the 'incident management' practice?

• It may ensure that the cause of incidents is identified within agreed times 

• It may provide automated matching of incidents to problems or known errors

• It may ensure that supplier contracts are aligned with the needs of the service provider

• It may provide automated resolution and closure of complex incidents

Which role submits service requests?

• The user, or their authorized representative

• The customer, or their authorized representative

• The sponsor, or their authorized representative

• The supplier, or their authorized representative