Which one of the following is NOT an aim of the change management process?
A. To ensure the impact of changes are understood
B. To ensure that changes are recorded and evaluated
C. To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D. To deliver and manage IT services at agreed levels to business users
Which of the following are the MAIN objectives of incident management?
1.
To automatically detect service-affecting events
2.
To restore normal service operation as quickly as possible
3.
To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
A. Data
B. Information
C. Knowledge
D. Governance
Which process is responsible for low risk, frequently occurring, low cost changes?
A. Demand management
B. Incident management
C. Release and deployment management
D. Request fulfilment
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 design consists of a set of related assets and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational level agreement (OLA)
B. Capacity plan
C. Service level agreement (SLA)
D. SLA monitoring chart (SLAM)
Which process would be used to compare the value that newer services have offered over those they have replaced?
A. Availability management
B. Capacity management
C. Service portfolio management
D. Service catalogue management
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
A. The service level management
B. The IT service continuity management
C. The service catalogue management
D. The supplier management
Which process is responsible for discussing reports with customers showing whether services have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
Which process will regularly analyze incident data to identify discernible trends?
A. Service level management
B. Problem management
C. Change management
D. Event management
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