A change process model should include:
1 – The steps that should be taken to handle the change with any dependences or co-processing
defined, including handling issues and unexpected events
2 – Responsibilities; who should do what, including escalation
3 – Timescales and thresholds for completion of the actions
4 – Complaints procedures

Which of the following is an objective of Release and Deployment Management?

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

Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership
(TCO) of a service can be minimized if all aspects of the service, the processes and the
technology are considered during development?

A Service Design Package should 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

Which of the following BEST describes a Problem?

A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training

Contracts are used to define:

In the phrase “People, Processes, Products and Partners”. Products refers to:

Service Transition contains detailed descriptions of which processes?