In an organization, the purchasing department has relocated internally - not just the people, but also their IT resources. A Service Desk employee has been commissioned to relocate this department's workstations. In which ITIL process is this employee now playing a role?
A. Problem Management
B. Configuration Management
C. Change Management
D. Incident Management
What is the term used for a fully described and approved Change that does not have to be evaluated by Change Management each time?
A. Standard Change
B. Request for Change
C. Urgent Change
D. Service Request
Which activity is not a Service Desk activity?
A. solving a Problem
B. relating an incident to a Known Error
C. registering Incidents
D. applying temporary fixes
Software is checked for viruses before it goes into the Definitive Software Library (DSL). What ITIL process is responsible for ensuring that only virus-free software is put into the DSL?
A. Release Management
B. Application Management
C. Capacity Management
D. Configuration Management
The Application Sizing activity is part of Capacity Management. What is Application Sizing?
A. measuring the load that an application places on the hardware
B. keeping the capacity used by the applications up-to-date
C. checking how an application has grown
D. determining the hardware capacity required to support new (or adapted) applications
Which ITIL process is responsible for creating the cost agreements for extra support of the Service Desk?
A. Incident Management
B. Availability Management
C. Financial Management for IT Services
D. Service Level Management
Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item?
A. Availability Manager
B. Problem Manager
C. Service Level Manager
D. Incident Manager
Who decides the category of a change?
A. the customer
B. the Service Desk
C. the Problem Manager
D. the Change Manager
The successful diagnosis of a problem results in a Known Error. On the basis of this Known Error a Request for Change may be raised. When can the Known Error be closed?
A. When the proposal for change is lodged with Change Management.
B. When the Request for Change is authorized by the Change Advisory Board.
C. When a review of the change has led to a satisfactory result.
D. When incidents related to the Known Error do not occur any more.
A process is a logically coherent series of activities for a pre-defined goal. What is the process owner responsible for?
A. the result of the process
B. describing the process
C. implementing the process
D. setting up the process
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