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| Section | Objectives |
|---|---|
| Topic 1: ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
| Topic 2: Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
| Topic 3: ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Transition - Service Strategy - Service Design - Service Operation |
| Topic 4: Key ITIL Processes and Functions | - Service Desk function - Change Management - Configuration and Asset Management - Incident and Problem Management |
Question 1
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
A. The ECAB will be chaired by the IT Director
B. The ECAB will be used for emergency changes where there may not be time to call a full
CAB
C. Amongst the duties of the ECAB is the review of completed emergency changes
D. The ECAB considers every high priority Request for Change
Question 2
What is the name of the area where the definitive authorised versions of all media
Configuration Items (CIs) are stored and protected?
A. Definitive Media Library
B. Definitive Software Store
C. Software Secure Library
D. Service Knowledge Management System
Question 3
Which of the following is NOT a valid objective of Problem Management?
A. To prevent Problems and their resultant Incidents
B. To minimise the impact of Incidents that can not be prevented
C. To restore service to a user
D. To manage Problems throughout their lifecycle
Question 4
Which of the following is a valid role in the RACI Authority Matrix?
A. Configuration
B. Consulted
C. Complex
D. Controlled
Question 5
As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider
A. 1 and 3 only
B. 2 and 3 only
C. 1 and 2 only
D. All of the above
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: B | Question 5 Answer: D |
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