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ITIL ITIL-Foundation - ITIL Foundation Certification - IT Service Management

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Page: 8 / 9
Total 324 questions

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 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

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 of the following should be done when closing an incident?

1. Check the incident categorization and correct it if necessary

2. Check that the user is satisfied with the outcome

A.

1 only

B.

Both of the above

C.

2 only

D.

Neither of the above

Which two processes will contribute MOST to enabling effective problem detection?

A.

Incident and financial management

B.

Change and release and deployment management

C.

Incident and event management

D.

Knowledge and service level management

Which statement about the emergency change advisory board (ECAB) is CORRECT?

A.

The ECAB considers every high priority request for change

B.

Amongst the duties of the ECAB is the review of completed emergency changes

C.

The ECAB will be used for emergency changes where there may not be time to call a full CAB

D.

The ECAB will be chaired by the IT director

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A.

Service level management

B.

Problem management

C.

Change management

D.

Event management

Remediation planning is BEST described in which of the following ways?

A.

Planning how to recover the cost of a change

B.

Planning the steps required to be taken if a change is unsuccessful

C.

Planning how to compensate a user for a failed change

D.

Planning how to advise the change requestor of a failed change

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

Which process is responsible for providing the rights to use an IT service?

A.

Incident management

B.

Access management

C.

Change management

D.

Request fulfillment