What is the pre-authorized change known as?
A. A normal change
B. A retrospective change
C. A standard change
D. An ordinary change
Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?
A. External Customers
B. Suppliers
C. Operations
D. External Consultants
Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?
A. Following a full change advisory board (CAB) to resolve any outstanding agenda items.
B. During peak or holiday periods when emergencies are more likely to occur.
C. In an emergency when it is not possible to convene a full CAB.
D. Outside the normal working hours of the business unit.
What BEST describes the customers and users of an IT service provider?
A. Customers buy IT services; users use IT services
B. Customers design IT services; users test IT services
C. Customers sell IT services; users improve IT services
D. Customers agree the service levels; users buy IT services
Which capacity management sub-process focuses on the management, control and prediction of the endto-end performance?
A. Business capacity management
B. Supplier capacity management
C. Service capacity management
D. Component capacity management
What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?
A. An emergency change
B. An alert
C. An emergency event
D. A request for change
Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?
A. Service strategy
B. Service transition planning and support
C. Service level management
D. Change management
Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be implemented
B. Internal experience is the only source of best practice because it is developed within the service provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
Which statement about service review meetings is FALSE?
A. Actions from service review meetings should only be assigned to the service provider
B. Meetings should be held on a regular basis to review service achievement
C. Issues for the upcoming period should be discussed at the meetings
D. Progress and success of the service improvement programme (SIP) should be reviewed
How are groups, teams, departments and divisions classified?
A. Processes
B. Functions
C. Roles
D. Technicians
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