Which of the following statements about standard changes are CORRECT?
1. The approach is pre-authorized
2. The risk is usually low and well understood
3. Details of the change will be recorded
4. Some standard changes will be triggered by the request fulfillment process
Answer : D
Which one of the following are the two primary elements that create value for customers?
Answer : D
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Answer : B
Which of the following would be most useful in helping to implement a workaround as quickly as possible?
Answer : D
Which one of the following includes four stages called Plan, Do, Check and Act?
Answer : A
Which one of the following generates demand for services?
Answer : B
A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement
Answer : B
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
Answer : A
Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?
Answer : A
Which of the following is the correct definition of an outcome?
Answer : B
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Answer : A
Which one of the following is concerned with policy and direction?
Answer : B
Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue
Answer : C
Which one of the following contains information that is passed to service transition to enable the implementation of a new service?
Answer : C