Service Transition contains detailed descriptions of which processes?

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 should be done when closing an incident?

1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome

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

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

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

Which of the following are the two primary elements that create value for customers?

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

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