Which of the following is an incident?
The Service Desk receives different types of calls. Which of the following is an incident?
What is the process owner responsible for?
A process is a logically coherent series of activities for a pre-defined goal. What is the process
owner responsible for?
Which activity is performed after acceptance of a Request for Change?
In Change Management, a number of activities take place between the acceptance of a Request
for Change and the completion of the change. Which activity is performed after acceptance of a
Request for Change?
Which step in this model must be taken first?
The Deming quality circle is a model for control based on quality. Which step in this model must be
taken first?
Which ITIL process is responsible for annually allocating the costs of Underpinning Contracts?
Which ITIL process is responsible for annually allocating the costs of Underpinning Contracts?
What is the first activity when implementing a release?
What is the first activity when implementing a release?
Which ITIL process is responsible for tracing the underlying cause of errors?
Which ITIL process is responsible for tracing the underlying cause of errors?
What is meant by the urgency of an incident?
What is meant by the urgency of an incident?
which ITIL process is this employee now playing a role?
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?
What is the term used for a fully described and approved Change that does not have to be evaluated by Change M
What is the term used for a fully described and approved Change that does not have to be
evaluated by Change Management each time?