ITIL Practices 1 Practice Questions

Which statement about a change authority is CORRECT?

• A single change authority should be assigned to authorize all types of change and change models

• A change authority should be assigned for each type of change and change model

• Normal changes are pre-authorized and do not need a change authority

• Emergency changes can be implemented without authorization from a change authority

Which is an activity of problem identification?

• Documenting workarounds and known errors

• Finding potential permanent solutions

• Analyzing the cause of the problem

• Performing trend analysis of incident records

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

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 times agreed with the customer

• It determines how the service provider is perceived

When in the management of a problem should a change request be submitted?

• After an effective workaround has been documented

• After the problem has been resolved

• After the related incidents have been closed

• After the costs and benefits of the solution have been analyzed

Which other practices are MOST likely to be involved in implementing solutions for problems?

• Change control and continual improvement

• Continual improvement and incident management

• Incident management and service desk

• Service desk and change control

What 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

What is a change authority?

• The person or group who reviews a change after it has been deployed

• The person or group who publishes a change schedule

• The person or group who designs a change

• The person or group who approves a change before it is deployed

Why should incidents be prioritized?

• To help automated matching of incidents to problems or known errors

• To identify which support team the incident should be escalated to

• To ensure that incidents with the highest business impact are resolved first

• To encourage a high level of collaboration within between teams

How should an organization adopt 'continual improvement' methods?

• Use a new method for each improvement the organization handles

• Select a few key methods for the types of improvement that the organization handles

• Build the capability to use as many improvement methods as possible

• Select a single method or all improvements that the organization handles