ITIL Session 4A

Service transition includes:

Planning and manage service changes

Deploying service releases

Capacity and resource planning

All of the above

In change management the abbreviation RFC stands for:

Request for change

Remote function call

Request for comment

Request for clarification

Under ITIL what are the change request types (pick three)?

Standard, normal & emergency

Standard, urgent and normal

Urgent, normal & standard

Emergency, urgent and normal

An example of a standard change request would be:

New employee laptop set-up

Urgent fix for an error

Major system unavailable

All changes not considered emergency

The group that makes decisions on emergency changes is the:

Emergency change advisory board

Change advisory board

Firm executive

L25

Change management includes having a remediation plan. What does a remediation plan include?

Recovery actions

Back-out plans

List of people who will help with the recovery

All of the above

CI stands for:

Configuration item

Configuration interface

Corporate information

Configuration interaction

Which statement is correct?

All CIs are service assets. Not all assets are CIs

All CIs are not service assets. All assets are CIs

All CIs are not service assets. Not all assets are CIs

All CIs are service assets. All assets are CIs

What is the role of the emergency change advisory board (ECAB)?

To assist the change manager in ensuring that no urgent changes are made during particularly volatile business periods

To assist the change manager in implementing emergency changes

To assist the change manager in evaluating emergency changes and to decide whether the change should be approved

To assist the change manager in speeding up the emergency change process so that no unacceptable delays occur

What is the main reason for establishing a baseline?

To standardize operation

For knowing the cost of services provided

For roles and responsibility to be clear

For later comparison

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Service Improvement

Each stage should be carried out once in the order Plan-Do-Check-Act

The entire cycle should be repeated multiple times to implement Continual Service Improvement

There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Service Improvement

ITIL Session 4A

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