In Change Management, a number of activities take place between the acceptance of a Request for Change and the completion of the change. Which activity is performed after acceptance of a Request for Change?
A. implementing the change
B. scheduling the Request for Change
C. determining the urgency of the change
D. building and testing the change
What is a request to replace something within the IT infrastructure called?
A. Request for Change
B. Replacement Request
C. Request for Release
D. Service Request
When the cause of one or more incidents is not known, additional resources are assigned to identify the cause. Which ITIL process is responsible for this?
A. Service Level Management
B. Incident Management
C. Problem Management
D. Capacity Management
An organization plans on implementing a new network operating system. Before the actual implementation takes place, the plan of approach for achieving the implementation is discussed. Under whose leadership is this discussion held?
A. the Service Manager
B. the Network Manager
C. the Change Manager
D. the Service Level Manager
What is the criterion used by Change Management in determining the category for a Request for Change?
A. priority
B. urgency
C. impact
D. content
Where are activities documented with the aim of improving an IT service?
A. Service Level Agreement (SLA)
B. Service Catalogue
C. Service Quality Plan (SQP)
D. Service Improvement Program (SIP)
Which activity is not the responsibility of IT Service Continuity Management?
A. testing back-out arrangements
B. analyzing risks
C. executing impact analyses of incidents related to the back-out facilities
D. drawing up back-out scenarios
Which of the following is the best description of the contents of the Definitive Software Library?
A. software awaiting user acceptance testing
B. authorized versions of all software used on the infrastructure
C. copies of all live software programs
D. copies of all software versions that are needed
The Service Desk receives different types of calls. Which of the following is an incident?
A. information about the rollout of a specific application
B. a notification that a new toner cartridge has just been installed in a printer
C. a request to install a new bookkeeping package
D. a system message that a printer is not working
When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place?
A. Problem Management
B. Incident Management
C. Change Management
D. Availability Management
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