Practice Test Questions Flashcards
Why does a change authority need to communicate widely?
1. To determine if the change is a standard change or a normal change
2. To gather input for use in risk assessment
3. To ensure people in IT and the business are fully prepared
4. To decide who will authorize the change before deployment
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
B. 2 and 3
Which practice includes the assessment and authorization of an update to an application that is needed to resolve an incident?
A. Service level management
B. Problem management
C. Continual improvement
D. Change control
D. Change Control
Which is MOST important for agreeing service levels?
A. They are agreed in a technology context
B. They are agreed in a business context
C. They are derived from system metrics
D. They are derived from availability metrics
B. They are agreed in a business context
“Service level agreements (SLAs) have long been used as a tool to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context.”
the correct answer was:
They are agreed in a business context
Which statement about known errors and problems is CORRECT?
A. Known error is the status assigned to a problem after it has been analyzed
B. A known error is the cause of one or more problems
C. Known errors cause vulnerabilities, problems cause incidents
D. Known errors are managed by technical staff, problems are managed by service management staff
A. Known error is the status assigned to a problem after it has been analyzed
Which statement about the ‘service desk’ practice is CORRECT?
A. It provides a link with stakeholders at strategic and tactical levels
B. It carries out change assessment and authorization
C. It investigates the cause of incidents
D. It needs a practical understanding of the business processes
D. It needs a practical understanding of the business processes
Which is a recommendation of the ‘continual improvement’ practice?
A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
B. All improvements should be managed as multi-phase projects
C. Continual improvement’ should be isolated from other practices
D. External suppliers should be excluded from improvement initiatives
A. There should at least be a small team dedicated to leading ‘continual improvement’ efforts
Which value chain activity ensures that services are managed to meet agreed specifications?
A. Improve
B. Engage
C. Deliver and support
D. Plan
C. Deliver and support
“The purpose of the deliver and support value chain activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders’ expectations.”
the correct answer was:
Deliver and support
Which is the BEST example of an emergency change?
A. The implementation of a planned new release of a software application
B. A low-risk computer upgrade implemented as a service request
C. The implementation of a security patch to a critical software application
D. A scheduled major hardware and software implementation
C. The implementation of a security patch to a critical software application
Which describes the ‘improve’ value chain activity?
A. It ensures a shared understanding of the vision and improvement direction for all products and services across the organization and all four dimensions
B. It ensures continual improvement of services, and practices across all value chain activities and the four dimensions
C. It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations
D. It ensures a good understanding of stakeholder needs, continual engagement and good relationships with all stakeholders
B. It ensures continual improvement of services, and practices across all value chain activities and the four dimensions
“The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.”
the correct answer was:
It ensures continual improvement of services, and practices across all value chain activities and the four dimensions
Which practices are typically involved in the implementation of a problem resolution?
- Continual improvement
- Service request management
- Service level management
- Change control
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D. 1 and 4
Which guiding principle promotes the re-evaluation of initiatives to accommodate any changes in circumstances?
A. Progress iteratively with feedback
B. Optimize and automate
C. Think and work holistically
D. Start where you are
A. Progress iteratively with feedback
“A major improvement initiative or program may be organized into several significant improvement initiatives, and each of these may, in turn, comprise smaller improvement efforts. The overall initiative or program, as well as its component iterations, must be continually re-evaluated and potentially revised to reflect any changes in circumstances and ensure that the focus on value has not been lost. “
Which is the purpose of the ‘service configuration management’ practice?
A. To plan and manage the full lifecycle of all IT assets to help the organization to maximize value and control costs
B. To maximize the number of successful IT changes by ensuring that risks have been properly assessed and the change authorized
C. To systematically observe services and service components, and record and report selected changes of state
D. To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
D. To ensure that accurate and reliable information about services and the components that support them is available when and where it is needed
“The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization: maximize value, control costs, manage risks, support decision-making about purchase, re-use, and retirement of assets”.
What is the purpose of the ‘supplier management’ practice?
A. To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
B. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
C. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed
A. To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
“The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services”.
What is the definition of an event?
A. Any change of state that has significance for the management of a service or other configuration item
B. Any component that needs to be managed in order to deliver an IT service
C. An unplanned interruption to a service or reduction in the quality of a service
D. Any financially valuable component that can contribute to the delivery of an IT product or service
A. Any change of state that has significance for the management of a service or other configuration item
“An event can be defined as any change of state that has significance for the management of a service or other configuration item (CI)”.
How should an organization include third-party suppliers in the continual improvement of services?
A. Ensure suppliers include details of their approach to service improvement in contracts
B. Require evidence that the supplier uses agile development methods
C. Require evidence that the supplier implements all improvements using project management practices
D. Ensure that all supplier problem management activities result in improvements
A. Ensure suppliers include details of their approach to service improvement in contracts
Many improvement initiatives use project management practices, but it may not be practical to do so for some. “Many improvement initiatives will use project management practices to organize and manage their execution”, but not all improvement initiatives.
Which are inputs to the service value system?
A. Governance and the guiding principles
B. Value for customers and other stakeholders
C. Opportunity and demand
D. Practices and the service value chain
C. Opportunity and demand
Value for customers and other stakeholders is an output of the service values system, not an input. “The outputs (achievement of organizational objectives and value for the organization, its customers and other stakeholders)”.
What is the service value chain?
A. It is six activities that create and manage products and services
B. It is six activities that transform value into demand
C. It describes a single value stream that creates a product or service
D. It describes a combination of activities and practices for a particular scenario
A. It is six activities that create and manage products and services
“…the ITIL service value chain includes six value chain activities which lead to the creation of products and services.”
What is MOST likely to assist with the resolution of simple incidents?
A. Identifying a temporary team to work together
B. Invoking disaster recovery plans
C. Scripts for collecting information from users
D. Detailed knowledge and expertise of support staff
C. Scripts for collecting information from users
“The most complex incidents, and all major incidents, often require a temporary team to work together to identify the resolution.” This is not appropriate for simple incidents.
Which ITIL concept describes governance?
A. The seven guiding principles
B. The four dimensions of service management
C. The service value chain
D. The service value system
D. The service value system
The four dimensions of service management are ‘organizations and people’, ‘information and technology’, ‘partners and suppliers’, and ‘value streams and processes’.
the correct answer was:
The service value system
What is a standard change?
A. A change that is well understood, fully documented and pre-authorized
B. A change that needs to be assessed, authorized, and scheduled by a change authority
C. A change that doesn’t need risk assessment because it is required to resolve an incident
D. A change that is assessed, authorized, and scheduled as part of ‘continual improvement’
A. A change that is well understood, fully documented and pre-authorized
“These are low-risk, pre-authorized changes that are well understood and fully documented, and can be implemented without needing additional authorization. They are often initiated as service requests, but may also be operational changes. When the procedure for a standard change is created or modified, there should be a full risk assessment and authorization as for any other change. This risk assessment does not need to be repeated each time the standard change is implemented; it only needs to be done if there is a modification to the way it is carried out.”
What is a problem?
A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service
C. A cause or potential cause of one or more incidents
An incident is “An unplanned interruption to a service or reduction in the quality of a service.”
Which practice has an impact on the customer’s perception of the service provider, by restoring service?
A. Monitoring and event management
B. Problem management
C. Incident management
D. Service level management
C. Incident management
The purpose of ‘incident management’ is “…to minimize the negative impact of incidents by restoring normal service operation as quickly as possible”. Further, “…incident management can have an enormous impact on customer and user satisfaction, and on how they perceive the service provider”.
What is an output?
A. A change of state that has significance for the management of a configuration item
B. A possible event that could cause harm or loss
C. A result for a stakeholder
D. Something created by carrying out an activity
D. Something created by carrying out an activity
An event is: “Any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.”
What is the correct order for change control activities?
A. Authorize, deploy, assess
B. Assess, deploy, authorize
C. Authorize, assess, deploy
D. Assess, authorize, deploy
D. Assess, authorize, deploy
“All changes should be assessed by people who are able to understand the risks and the expected benefits; the changes must then be authorized before they are deployed.”
Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?
A. Service configuration management
B. Service desk
C. IT asset management
D. Monitoring and event management
A. Service configuration management
“The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them”.
Which value chain activity ensures that people understand how each service contributes to the organization’s vision?
A. Plan
B. Improve
C. Engage
D. Deliver and support
A. Plan
“The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.”
Which guiding principle recommends eliminating a process, service or action if it does not provide value or a useful outcome?
A. Collaborate and promote visibility
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical
D. Keep it simple and practical
The guiding principle ‘keep it simple and practical’ makes the recommendation “If a process, service, action or metric fails to provide value or produces no useful outcome, then eliminate it.”
How do all value chain activities transform inputs to outputs?
A. By determining service demand
B. By using a combination of practices
C. By using a single functional team
D. By implementing process automation
B. By using a combination of practices
“To convert inputs into outputs, the value chain activities use different combinations of ITIL practices.”
What is defined as “the addition, modification, or removal of anything that could have a direct or indirect effect on services”?
A. A change
B. An event
C. An incident
D. Service provision
A. A change
“Change: The addition, modification, or removal of anything that could have a direct or indirect effect on services.”
Which practice enables users to ask for help and information?
A. Incident management
B. Problem management
C. Change control
D. Service desk
D. Service desk
“Service desks provide a clear path for users to report issues, queries and requests.”
Which practice identifies metrics that reflect the customer’s experience of a service?
A. Continual improvement
B. Service desk
C. Service level management
D. Problem management
C. Service level management
“They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics”.
What is the effect of increased automation on the ‘service desk’ practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
A. Greater ability to focus on customer experience when personal contact is needed
“With increased automation… The impact on service desks is reduced phone contact, less low-level work, and a greater ability to focus on excellent CX when personal contact is needed”.
Which is a recommendation of the ‘service desk’ practice?
A. Service desks should avoid the use of automation
B. Service desks should be highly technical
C. Service desks should understand the business
D. Service desks should be a physical team in a single fixed location
C. Service desks should understand the business
“Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.”
the correct answer was:
Service desks should understand the business
Which term describes what a service does?
A. Warranty
B. Value
C. Utility
D. Service relationships
C. Utility
Value is defined as “the perceived benefits, usefulness and importance of something.”
Which is a key consideration for the ‘keep it simple and practical’ guiding principle?
A. Try to create a solution for every exception
B. Understand how each element contributes to value creation
C. Ignore the conflicting objectives of different stakeholders
D. Start with a complex solution, then simplify
B. Understand how each element contributes to value creation
“When analyzing a practice, process, service, metric, or other improvement target, always ask whether it contributes to value creation.”
Which statement about change authorization is CORRECT?
A. A change authority should be assigned to each type of change and change model
B. Centralizing change authorization to a single person is the most effective means of authorization
C. The authorization of normal changes should be expedited to ensure they can be implemented quickly
D. Standard changes are high risk and should be authorized by the highest level of change authority
A. A change authority should be assigned to each type of change and change model
“It is essential that the correct change authority is assigned to each type of change to ensure that change control is both efficient and effective.”
What is a change authority?
A. The person or group who reviews a change after it has been deployed
B. The person or group who publishes a change schedule
C. The person or group who designs a change
D. The person or group who approves a change before it is deployed
D. The person or group who approves a change before it is deployed
“The person or group who authorizes a change is known as a change authority.”
the correct answer was:
The person or group who approves a change before it is deployed
Which practice has a purpose that includes ensuring that the delivery of a service can be properly assessed, monitored and managed?
A. Service level management
B. Incident management
C. Deployment management
D. Service desk
A. Service level management
“The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments, for testing or staging.”
What considerations influence the supplier strategy of an organization?
A. Contracts and agreements
B. Type of cooperation with suppliers
C. Corporate culture of the organization
D. Level of formality
C. Corporate culture of the organization
“Corporate culture: some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons.”
Which practice is responsible for moving components to live environments?
A. Change control
B. Release management
C. IT asset management
D. Deployment management
D. Deployment management
“The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.”
Which should be handled using the ‘service request management’ practice?
A. A request for a technology change that will be assessed by a technical team
B. A request to resolve the underlying cause of an incident
C. A request from a customer to develop a new IT service
D. A request from a user for provision of a pre-defined resource
D. A request from a user for provision of a pre-defined resource
A service request is defined as “a request from a user or user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery”. A request for a technology change is not “a normal part of service delivery”. This would be handled as a normal change.
What is the reason for using a balanced bundle of service metrics?
A. It reduces the number of metrics that need to be collected
B. It reports each service element separately
C. It provides an outcome-based view of services
D. It facilitates the automatic collection of metrics
C. It provides an outcome-based view of services
“They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics.”
How should the ITIL guiding principles be used?
A. They should be updated to align with changes in strategy
B. A single principle should be selected to support each initiative
C. They should replace other frameworks and standards
D. They should each be reviewed for every initiative
D. They should each be reviewed for every initiative
The principles are reviewed for each initiative.
“Organizations should not use just one or two of the principles, but should consider the relevance of each of them and how they apply together”.
Identify the missing word in the following sentence. A known error is a problem that has been [?] and has not been resolved.
A. logged
B. analyzed
C. escalated
D. closed
B. analyzed
A known error is “A problem that has been analyzed but has not been resolved”. If a problem has been logged but not analyzed, it would not be considered a known error.
Which practice includes the classification and ownership of queries and requests from users?
A. Service desk
B. Incident management
C. Change control
D. Service level management
A. Service desk
“Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned”.
Which practice includes carrying out service reviews?
A. Incident management
B. Problem management
C. Service request management
D. Service level management
D. Service level management
“The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.” This may include reviews of how service requests were managed, but service reviews are part of service level management, which considers all aspects of the service.
Which describes the ‘improve’ value chain activity?
A. It ensures a shared understanding of the vision and improvement direction for all products and services across the organization and all four dimensions
B. It ensures continual improvement of services, and practices across all value chain activities and the four dimensions
C. It ensures that services are delivered and supported according to agreed specifications and stakeholders’ expectations
D. It ensures a good understanding of stakeholder needs, continual engagement and good relationships with all stakeholders
B. It ensures continual improvement of services, and practices across all value chain activities and the four dimensions
“The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.”
Which statement about incident escalation and resolution is CORRECT?
A. Incident escalation should be based on support staff availability, which will help identify the correct team
B. Disaster recovery plans should be invoked when an incident exceeds its target resolution time
C. Some incidents should be resolved by the users themselves using self-help
D. Complex incidents should be escalated to the appropriate supplier
C. Some incidents should be resolved by the users themselves using self-help
“Some incidents will be resolved by the user themselves, using self-help”.
What is the difference between ‘change control’ and ‘organizational change management’?
A. Change control’ manages changes to infrastructure and applications, ‘Organizational change management’ manages changes to documentation, processes and suppliers
B. Change control’ manages standard changes and normal changes, ‘Organizational change management’ manages emergency changes
C. Change control’ reviews and authorizes changes, ‘Organizational change management’ creates and publishes the change schedule
D. Change control’ manages changes to products and services, ‘Organizational change management’ manages the people aspects of change
D. Change control’ manages changes to products and services, ‘Organizational change management’ manages the people aspects of change
These are all managed as part of the ‘change control’ practice. “The scope of change control is defined by each organization. It will typically include all IT infrastructure, applications, documentation, processes, supplier relationships and anything else that might directly or indirectly impact a product or service.”
Which guiding principle recommends carrying out an assessment to understand what can be reused?
A. Focus on value
B. Collaborate and promote visibility
C. Start where you are
D. Think and work holistically
C. Start where you are
“Assess where you are: Services and methods already in place should be measured and/or observed directly to properly understand their current state and what can be reused from them.”
What is the service value system?
A. The means by which an organization is directed and controlled
B. A set of interconnected activities that an organization performs to deliver a service
C. A set of organizational resources designed for performing work to create value
D. A description of how components and activities work together to enable value creation
D. A description of how components and activities work together to enable value creation
Correct. “The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.”
Which statement about the ITIL guiding principles is CORRECT?
A. They define the contracts between partners and suppliers
B. They enable the appropriate adaptation of service management
C. They consist of combinations of activities and practices
D. They determine the activities required to meet an objective
B. They enable the appropriate adaptation of service management
This relates to processes. “A process is a set of activities that transform inputs to outputs. Processes describe what is done to accomplish an objective, and well-defined processes can improve productivity within and across organizations.”
Which practice has a purpose to ensure that accurate and reliable information about services is available when and where it is needed?
A. Service configuration management
B. Service desk
C. Release management
D. Service level management
A. Service configuration management
“The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.”
What is the purpose of the ‘relationship management’ practice?
A. To align the organization’s practices and services with changing business needs
B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
“The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.”
What is the purpose of the ‘supplier management’ practice?
A. To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
B. To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services
C. To ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
D. To ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed
A. To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
“The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services”.
Which TWO concepts are within the scope of the ‘organization and people’ dimension of service management? 1. Roles 2. Applications 3. Contracts 4. Culture
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
D. 1 and 4
(1) and (4) “The organizations and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.”
Which is intended to help an organization adopt and adapt ITIL guidance?
A. The four dimensions of service management
B. The guiding principles
C. The service value chain
D. Practices
B. The guiding principles
“To support a holistic approach to service management, ITIL defines four dimensions that collectively are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.” Adopting ITIL to address these four dimensions of ITSM helps to facilitate value but does not help the organization to adapt ITIL guidance to its organization.
What is a configuration item?
A. Any component that needs to be managed in order to deliver a service
B. Any valuable component that can contribute to delivery of a service
C. Any addition, modification or removal that could have an effect on a service
D. Any change of state that has significance for the management of a service
A. Any component that needs to be managed in order to deliver a service
This is part of the definition of change, which is “the addition, modification, or removal of anything that could have a direct or indirect effect on services. “
Why does a change authority need to communicate widely? 1. To determine if the change is a standard change or a normal change 2. To gather input for use in risk assessment 3. To ensure people in IT and the business are fully prepared 4. To decide who will authorize the change before deployment
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
B. 2 and 3
“The person or group who authorizes a change is known as a change authority.” The change authority authorizes the change before deployment, they do not need to communicate widely to identify who the change authority is.
“Regardless of who the change authority is, they may need to communicate widely across the organization. The risk assessment activity, for instance, may require them to gather input from many people with specialist knowledge.” (3) “Additionally, there is usually a need to communicate information about the change to ensure people in IT and the business are fully prepared before it is deployed.”
the correct answer was:
2 and 3
Which is the BEST example of an emergency change?
A. The implementation of a planned new release of a software application
B. A low-risk computer upgrade implemented as a service request
C. The implementation of a security patch to a critical software application
D. A scheduled major hardware and software implementation
C. The implementation of a security patch to a critical software application
Emergency changes are “Changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch.”
Which guiding principle recommends that the four dimensions of service management are considered?
A. Think and work holistically
B. Progress iteratively with feedback
C. Focus on value
D. Keep it simple and practical
A. Think and work holistically
The ‘focus on value’ guiding principle ensures that everything that the organization does links back to providing value to service consumers. It is not primarily concerned with addressing the four dimensions of service management.
Which practice has activities that everyone in the organization should contribute to?
A. Service level management
B. Continual improvement
C. Change control
D. Problem management
B. Continual improvement
“Continual improvement is everyone’s responsibility. Although there may be a group of staff members who focus on this work full time, it is critical that everyone in the organization understands active participation in continual improvement activities to be a core part of their job.”
What is an output?
A. A change of state that has significance for the management of a configuration item
B. A possible event that could cause harm or loss
C. A result for a stakeholder
D. Something created by carrying out an activity
D. Something created by carrying out an activity
An output is “A tangible or intangible deliverable of an activity”.
the correct answer was:
Something created by carrying out an activity
Which is a recommendation of the ‘service desk’ practice?
A. Service desks should avoid the use of automation
B. Service desks should be highly technical
C. Service desks should understand the business
D. Service desks should be a physical team in a single fixed location
C. Service desks should understand the business
“Another key aspect of a good service desk is its practical understanding of the wider organization, the business processes, and the users.”
Which statement about ‘incident management’ is CORRECT?
A. The service desk should negotiate target incident resolution times with customers
B. Incident priority should be based on IT staff availability to ensure rapid resolution
C. Incidents with a high impact should be managed efficiently to limit resource usage
D. Every incident should be logged and managed, and resolved in a time that meets user expectations
D. Every incident should be logged and managed, and resolved in a time that meets user expectations
“Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user”.
Which practice has the purpose of making new and changed services and features available for use?
A. Change control
B. Service request management
C. Release management
D. Deployment management
C. Release management
“The purpose of the deployment management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments.”
