In an organization, the purchasing department has relocated internally – not just the people, but also their IT resources. A Service Desk employee has been commissioned to relocate this department’s workstations. In which ITIL process is this employee now playing a role?

A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user’s PC replaced within three hours?

Which data, for a new Configuration item (CI), is recorded in the Configuration Management Database (CMDB)?

A power failure has knocked out the entire IT infrastructure. Fortunately, there is an ITSC Plan available. When should power failure be considered a disaster to enact the ITSC Plan?

Which of the following parties involved in an incident determines whether that incident can be closed?