Specimen exam paper

Question 1

what is a metric

Answer 1

Metrics are used to understand how well a service is operating, and to form the basis of measuring the effectiveness of any change, by setting a baseline.

Question 2

where are metrics particularly used

Answer 2

metrics are used particularly within the ITIL process serice-level managemnt

Question 3

what 3 qualities should a metric posses

Answer 3

a metric should be:
* informative - it should convey usefull information to someone
* timely - a metric should refer to a given time frame such as days, weeks, etc
* relevant - it should be relevant to what we are trying to measure. as an extreme example the number of emails we receive might not be relevant to customer experience

Question 4

how should metrics be expressed

Answer 4

merics should ideally be expressed as something countable like numbers, this makes it clear and easy to quantify the metrics

Question 5

how does ITIL define a service

Answer 5

In ITIL, a service is defined as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. A service can be described as a combination of people, processes, and technology.

Question 6

In ITIL, a service is defined as “a means of delivering value to customers…””

what is value in this context

Answer 6

value is:
* tangible benefits (e.g., increased efficiency, cost savings, improved quality) and
* intangible outcomes (e.g., enhanced user experience, convenience, peace of mind).

Question 7

How can we distinguish between a new service and a change to a service

Answer 7

New Service: A new service in ITIL refers to a service that was not previously provided to customers. It involves introducing a completely novel capability or offering to meet specific customer needs or market demands.

Change to a Service: A change to a service, on the other hand, involves modifying an existing service to add, modify, or remove one or more of its components (people, processes, or technology) to meet changing business requirements or improve service quality.

Example: An enquiry desk currently handles email enquiries. Now, it will also handle phone enquiries. Phone enquiries represent a new capability that complements the existing email enquiries. Therefore, this addition constitutes a new service.

If additional conversation features were introduced to the email enquiries, that would signify a change to the email enquiries service.

Question 8

what is the aim of service strategy

Answer 8

Service Strategy aims to plan and provide perspective on how a service provider should progress to meet business outcomes.

It sets the direction and priorities for service design, transition, operation, and continual improvement, ensuring that IT services align with overall business strategy and objectives.

Question 9

what questions does service strategy aim to answer

Answer 9

service strategy addresses the following points:

• What services should we offer, to whom, and why? (Strategy Management for IT Services)
• How should we offer these services, using which providers, and at what cost? (Service Portfolio Management and Financial Management)
• Which customers require which services, when, and in what quantity can we provide them? (Demand Management and Business Relationship Management)

Question 10

when does service strategy become the driving force for the service lifecycle

Answer 10

Service strategy becomes the driving force for the service lifecycle when it guides decisions on what services to offer, how to offer them, and to whom, based on business goals and customer needs.

therefore the proposal or introduction of a new service would prompt service lifecycle to kickstart the service lifecycle

Question 11

define business outcomes

Answer 11

Business outcomes are specific, measurable results that an organization aims to achieve to fulfill its strategic objectives and create value for stakeholders.

The business outcomes are typically determined within the service strategy stage of the lifecycle.

Question 12

what is the aim of service design

Answer 12

Service Design aims to ensure that IT services are designed to be of high quality, sustainable, and capable of lasting potentially for their entire lifecycle. Unlike projects that have specific deadlines, services are intended to be ongoing and adaptable to evolving business needs and technology advancements.

Question 13

name 4 keys tasks that are undertaken by service design

Answer 13

Key tasks and activities undertaken in the Service Design stage include:

• Service Level Management: Defining and managing the levels of service expected by the business and customers, encompassing availability, reliability, performance, and responsiveness criteria.
• Availability Management:Ensuring that IT services are available when needed by the business, minimizing downtime and disruptions through effective planning and proactive measures.
• Capacity Management: Determining the capacity and resources required to support IT services based on anticipated demand and usage patterns, ensuring optimal performance and scalability.
• Supplier Management: Identifying and managing relationships with external suppliers and vendors who provide critical components or services to support IT service delivery. This includes contract management, performance monitoring, and ensuring reliability of suppliers.

In addition to these tasks, Service Design encompasses IT architecture design, technology selection, security design, continuity planning, and service transition planning. The goal is to create IT services that are reliable, efficient, scalable, secure, and aligned with current and future business needs.

Question 14

read the example of how service strategy and service design interact

Answer 14

Service Strategy: “We aim to improve customer satisfaction by implementing a new self-service portal.”
Service Design: Translates this into detailed specifications such as:
* Defining service level agreements (SLAs) for portal availability and response times.
* Determining the capacity needed to support expected user traffic.
* Identifying suppliers for portal development tools or hosting services.
* Designing user interfaces and workflows for an intuitive customer experience.

Note: Service Design focuses on designing the service (e.g., portal features, performance targets) rather than the specific technologies used to implement it (e.g., programming languages, server types).

Question 15

what might prompt service design into action

Answer 15

Service design might be prompted into action by

• Service Strategy: Introducing a new service or significant change to existing services based on strategic business objectives and requirements.
• Continual Service Improvement (CSI): Initiating changes or improvements to existing services to enhance performance, efficiency, or alignment with evolving business needs and customer expectations.

Question 16

what is the aims of service transition

Answer 16

Service Transition aims to ensure that all new and modified services meet the business expectations outlined by Service Strategy and Service Design. It focuses on managing risks, failures, and disruptions that may occur when introducing new or modified services into operational environments.

Question 17

what 4 key objectives/activities take place in service transition

Answer 17

• Ensuring Service Readiness: Verifying that new or changed services are ready for deployment and operation, meeting specified service levels and requirements.
• Effective Change Management: Implementing changes to IT services in a controlled manner to minimize disruptions and optimize service quality.
• Knowledge Management: Documenting and maintaining knowledge about services, including software, hardware, configurations, data, and information, to support service operation and decision-making.
• Software Development Activities: Supporting the development, testing, and deployment of software components required for new or modified services.

Question 18

what are the two notable processes within service transition and what are the descriptions of each

Answer 18

Change Management:

Change Management is responsible for assessing, approving, and managing changes to IT services to minimize risks and ensure that changes align with business objectives and service design specifications.

Knowledge Management:

Knowledge Management aims to capture, store, and distribute knowledge related to IT services, including documentation of service components, configurations, operational procedures, and best practices.

NOTE: both of these process extend beyond service transition and interact with other phases of the lifecycle

Question 19

name the two inputs that might trigger service transition

Answer 19

Service Design Package (SDP) from service design

Service Design provides input to Service Transition in the form of a Service Design Package (SDP), which contains detailed specifications and requirements for new or modified services.

Request for Change (RFC) from Change Advisory Board (CAB):

Service Transition may be prompted into action by RFCs submitted to the Change Advisory Board (CAB) for evaluation and approval of changes to IT services.

Question 20

read how service design package and request for change interact with service transition

Answer 20

Service Design Package (SDP):

• Scenario: Service Design team develops an SDP for a new cloud-based CRM system to improve customer interactions.
• Prompt for Service Transition: SDP approval triggers Service Transition activities like testing, configuration, and deployment planning for the new CRM system.

Request for Change (RFC):

• Scenario:IT operations team submits an RFC to address performance issues in the e-commerce platform.
• Prompt for Service Transition:Approved RFC initiates Service Transition activities to implement upgrades and optimizations, ensuring minimal disruption and improved system performance.

Question 21

what is the aim/responsibility of service operation

Answer 21

service operation Ensures ongoing and uninterrupted delivery of IT services according to defined standards from Service Strategy and Service Design.

it also Manages routine operational tasks and handles unplanned events such as incidents to restore service quickly and efficiently.

Question 22

what are the two primary functions within service operation and there description

Answer 22

Service Desk: Acts as a central point of contact for users to report incidents, request services, or seek information. Provides a key interface between users and IT service providers.

Monitoring and Control: Monitors service performance, detects and responds to events or incidents that may disrupt service, and maintains service levels as per agreements.

Question 23

differentiate between a change and improvement

Answer 23

Change:

Involves altering or modifying operational components to address specific issues or needs.
Example: Replacing faulty hardware that causes service disruptions.

Improvement:

Involves enhancing operational components to optimize performance or efficiency based on identified opportunities.
Example: Optimizing server response times by fine-tuning configurations.

Question 24

define the terms impact, urgency and priority which are used within service operation

Answer 24

impact, urgency and priority are all merics to measure or classify an incident within service operation

Impact:
Measures the extent of disruption caused by an incident, including the number of users affected and the severity of impact on business operations.

Urgency:

Reflects the timeframe within which action is needed to address the incident before its impact is felt or escalates.

priority
is found on the basis of impact and urgency, where the higher impact and urgency the higher priority this incident is given to be resolved

Question 25

what two process and thus there stage in the lifecycle can service operation invoke

Answer 25

service operation can invoke:
* change managemnt within service transition
* service improvemnt within continual service improvement

Change Management:
Incidents may trigger Requests for Change (RFCs) when underlying issues require operational changes to prevent future incidents.
Change Advisory Board (CAB) evaluates and approves changes based on impact and urgency considerations.

Service Improvement Process (SIP):
incidents or monitoring and control may Identifies improvement opportunities, such as service quality, efficiency, or effectiveness which can trigger continual service improvemnt

Question 26

what is the purpose of continual service improvement

Answer 26

CSI aims to enhance and improve all IT services and service lifecycle stages continuously.

It aligns services with business objectives and seeks opportunities for improvement internally within the organization and externally based on changing market conditions.

Question 27

what drives continual service improvement

Answer 27

The primary driver for CSI is improving value to customers or users, leading to improved business outcomes.

therefore any improvements found by CSI or other stages will initiate CSI into changing services and lifecycle phases based on business needs and strategic goals.

Question 28

what are the two main components of CSI and what are there descriptions

Answer 28

CSI Approach:
* Strategic in nature, asking questions about desired outcomes and strategies to achieve them.
* Focuses on setting clear objectives and defining the path to achieve desired improvements.

Seven-Step Improvement Process (SSIP):
* Operational methodology for conducting improvement initiatives within CSI.
* Involves baseline assessments, ongoing measurements, and iterative improvement cycles.

Question 29

what 3 types of measurements are used within CSI and what are there descriptions

Answer 29

Metrics:
* Metrics encompass all measurements taken to assess service performance, establish baselines, and track ongoing progress.
* Used to quantify improvement targets and evaluate the effectiveness of improvement initiatives.

Critical Success Factors (CSFs):
* CSFs represent essential conditions or outcomes that must be achieved for objectives to be realized.
* Examples include ensuring all bookings are honored after they are made to maintain service quality and customer satisfaction.

Key Performance Indicators (KPIs):
* KPIs are specific metrics used to measure the achievement of critical success factors.
* They provide quantifiable indicators of success or performance related to CSFs, such as the percentage of honored bookings compared to total bookings.

Question 30

Describe the difference between functional and non-functional requirements

Answer 30

Functional requirements are what the system needs to do. Non-functional requirements are how the system needs to do what it does. In essence, non-functional requirements are concerned with how the system will satisfy its functional requirements.

Question 31

what are the three sub-types of non-functional requirements and there description

Answer 31

Non-functional requirements have three sub-types:

• Quality: Quality properties that the system must have (how well the functional requirements must be provided).
• Compliance: Whether the functional requirements mean that we must conform to laws, regulations, social norms, cultural and political aspects, and standards.
• Development: These requirements describe the way in which the software should be developed, including requirements about costs, delivery dates, maintainability, reusability, and portability.

Question 32

what are the 8 sub types of the quality non-functional requirements and there description

Answer 32

These include:

• Safety: Describes how the software will be safe to use and not have any effects that may jeopardize the user’s safety or the safety of anything within the domain of discourse.
• Security: Describes how all assets of the system will be protected from any undesirable effects such as hacking.
• Integrity: Describes how the state of the system’s information will retain integrity. For example, are there distinct steps that must be followed? Do you have to be authenticated to modify this information?
• Availability: Describes when and to whom functional requirements should be available.
• Reliability: Describes how the system will be reliable over the long term. Are backups being kept? Is redundancy built in?
• Accuracy: Describes how the system will use information accurately in the given environment. For example, if a notification is given, it should only be given when the correct environment and information allow for it.
• Performance: Relates to the time, space, and frequency that the system should handle or meet.
• Interface: Describes how the system will be interacted with, such as through web, smartphone, dedicated hardware, etc.

Question 33

describe the term “domain of discourse”

Answer 33

Domain of discourse: The description and context of the collection of things of interest that are to be captured in a database or information system. It refers to the scope of the system.

Question 34

describe the term “information systems”

Answer 34

information systems: A collection of processes and user roles along with hardware and software for collecting, creating, storing, processing and distributing information.

Question 35

what are the four sub languages of SQL

Answer 35

these include:

• Data Definition Language (DDL)
• Data Manipulation Language (DML)
• Data Control Language (DCL)
• Transaction Control Language (TCL)

Question 36

describe “Data Definition Language (DDL)” and name its statements

Answer 36

Description:
DDL is a set of SQL commands used to create, modify, and delete database structures but not data

Commands:
* CREATE: Creates new database objects such as tables, indexes, or databases.
* ALTER: Modifies the structure of existing database objects.
* DROP: Deletes existing database objects.
* TRUNCATE: Removes all records from a table, but the table structure remains.

Question 37

describe “Data Manipulation Language (DML)” and name its statements

Answer 37

Description:
these are used to manipulate the data within the database

Commands:
* SELECT: Retrieves data from the database.
* INSERT: Adds new records to a table.
* UPDATE: Modifies existing records in a table.
* DELETE: Removes records from a table.

Question 38

describe “Data Control Language (DCL)” and name its statements

Answer 38

Description:
DCL is used to control access to data in the database

Commands:
* GRANT: Gives a user access privileges to the database.
* REVOKE: Removes access privileges from a user.

Question 39

describe “Transaction Control Language (TCL)” and name its statements

Answer 39

Description:
TCL is used to manage transactions in the database

Commands:
* BEGIN TRANSACTION (or START TRANSACTION): Initiates a new transaction.
* COMMIT: Saves all changes made during the current transaction.
* ROLLBACK: Reverts all changes made during the current transaction.
* SAVEPOINT: Sets a savepoint within a transaction to which you can roll back.
* SET TRANSACTION: Sets the characteristics of the current transaction.

Question 40

in terms of a database, what is a transaction

Answer 40

transaction: A collection of tasks grouped into a single unit of work that either entirely succeeds or entirely fails.

Question 41

read about the three schema architecture

Answer 41

External Schema (View Level):

• Description: The external schema is the highest level of abstraction, representing how individual users or user groups interact with the database. It defines customized views of the data tailored to different users’ needs, showing only relevant data and hiding the rest.
• Purpose: To provide a user-specific perspective and ensure data security and privacy by restricting access to certain parts of the database.

Logical Schema (Conceptual Level):

• Description: The logical schema represents the entire structure of the database, abstracted from the physical details. It defines the logical structure of the data, such as tables, columns, data types, relationships, and constraints.
• Purpose: To provide a unified and consistent view of the data, independent of how it is stored physically. This level ensures data integrity and enforces business rules.

Physical Schema (Internal Level):

• Description: The physical schema is the lowest level of abstraction, detailing how data is actually stored on the storage medium. It includes information on data files, indexes, storage allocation, and access paths.
• Purpose: To manage the physical storage of the data efficiently and to optimize performance, ensuring fast data retrieval and storage operations.

This three-schema architecture promotes data abstraction and independence, allowing changes at one level without affecting other levels, thus enhancing database flexibility and maintainability.

Question 42

define optionality and degree

Answer 42

Optionality and degree describe constraints on the relationship between instances of entity A and entity B

Question 43

define optionality and give its notaion

Answer 43

description:
Indicates whether participation in a relationship is mandatory or optional for an instance of an entity

notation:
* Mandatory (1:): An instance of an entity must be in a relationship.
* Optional (0:): An instance of an entity may be in a relationship.

Question 44

define degree and give its notaion

Answer 44

description
specifies the number of relationships that a single entity A, can have with other entities

notation:
* At most 1 (:1): An instance of an entity may be in at most one relationship with an instance of another entity.
* Many (:M): An instance of an entity may be involved with many relationships with instances of another entity.

Question 45

in terms of a database what is a relation

Answer 45

In the context of databases, a relation is a two-dimensional table where each row represents an instance of the relation, and each column corresponds to an attribute describing the characteristics of the relation. In simpler terms, a relation is a structured collection of data organized into rows and columns within a database table.

Question 46

define “primary key”

Answer 46

One or more attributes within a relation that are used to uniquely identify each instance.

Question 47

define “foreign key”

Answer 47

A primary key attribute of one relation that appears in another relation to represent a link between the two relations.

Question 48

describe the
Referential integrity rule

Answer 48

A rule that governs foreign keys and states:

• In a relation, any foreign key value must match at least one of the primary key values in the referenced relation, or be NULL.

Essentially, this means that we reference a primary key in another relation that does exist or we reference with NULL. It prevents “ghost data” where we refer to a primary key in another relation that does not actually exist.

Question 49

describe the
Entity integrity rule

Answer 49

A rule that governs primary keys and states:

• Every entity type (or instance in a relation) must have a key that uniquely identifies instances of the entity type.
• No part of that key can contain NULL. In other words, the key must exist and have a value.

This ensures that every instance in a relation can be uniquely identified and will have a value that can uniquely identify it.

Question 50

describe a stakeholder and who they might be

Answer 50

Stakeholder - a person or group with a stake or an interest in the project. They may be:
* a member of the project team itself
* or external to the team but within the same organisation
* They may be within the contractee organisation responsible for the technical project management
* or completely external to all of these but still have an interest, perhaps as a user of the resulting software or system
* Or part of the wider or local community who will be affected by the project

Question 51

name 5 types of stakeholders and describe each

Answer 51

• External Stakeholders: These are individuals or groups outside of the organization executing the project who have an interest or are affected by its outcome. They may include customers, suppliers, local communities, or regulatory bodies.
• Internal Stakeholders: These are individuals or groups within the organization executing the project who are directly involved in its planning, execution, or affected by its outcome. They may include employees, managers, shareholders, or board members.
• Contractee Stakeholders: These are stakeholders who have a contractual relationship with the organization executing the project. They may include clients, vendors, or partners who are directly engaged in the project’s execution or delivery.
• Organizational Stakeholders: These are stakeholders who represent the organization executing the project and have a vested interest in its success. They may include managers, employees, or departments directly involved in the project’s execution or oversight.
• Financial Stakeholders: This category includes individuals or groups who have a direct financial interest in the project. This may include the project sponsor, who provides funding for the project, as well as financial investors who have invested capital in the project or organization.

Question 52

describe
project risk VS business risk

Answer 52

• Project risk: The risk of the project being unsuccessful. Project risks typically relate to the project overrunning, being over-budget and/or delivering a product whose quality is not to the agreed standard. Project risks end once the project is completed (or closed if unsuccessful).
• Business risk: The risk to the organisation if the benefits of the project outcomes are not realised. Business risks are wider in scope and arise when the project aims are not realised. Might include legal or ethical issues if the project was later fund to be bad quality, financial issues if the gains of the project were not realised, perhaps a change in the market led to less customers than expected

Question 53

name and describe 5 Fundamental service management principles

Answer 53

Fundamental service management principles include:

• Customer-Centric: Services should be designed and delivered with the customer’s needs and satisfaction in mind. Understanding and meeting customer requirements is paramount. No service should be changed based on assumptions about what the customer wants without validating these assumptions with actual customer feedback and requirements.
• Value Creation: The primary goal of service management is to create value for both the service provider and the customer. This involves delivering outcomes that customers desire while optimizing resources and costs.
• Continuous Availability: Services should be available to users whenever they require them. This requires robust incident management, change management, and transition management processes. Importantly, when changing a service, the old service should be kept running until the new service has been proven to work.
• Continous improvement: Service management is an ongoing process of improvement. Services should be adaptable and flexible, undergoing regular assessment, review, and adaptation of services, processes, and technology to keep pace with changing customer needs and market conditions.
• Service Lifetime: A service does not have a fixed deadline; it should be managed according to the other fundamental principles from its inception until its withdrawal date.

Question 54

describe
vital business function

Answer 54

vital business functions: Any functions (people, processes, and resources) that are so important that their availability isvitalso that the business can properly provide its services. Without these the business cannot function

Question 55

describe in terms of ITIL a
function

Answer 55

function: Afunctionis a team or group of people and the tools they use to carry out one or more processes or activities, such as the service desk within ITIL.

The team is responsible for carrying out a specific type of work, and delivering specific end results. The team may have its own practices, and knowledge that is specific to the team.

Question 56

what 4 ways can we protect
vital business functions

Answer 56

Protecting Vital Business Functions
Vital business functions are the heart of your operations. Without them, your core services grind to a halt. Here’s how to safeguard them:

• Identify Critical Functions: Pinpoint the functions essential for delivering your core services. This could be processing customer orders, managing inventory, or handling financial transactions.
• Manage Risks: For each vital function, identify potential threats like system outages, cyberattacks, or natural disasters. Assess the likelihood and impact of each risk to prioritize your efforts.
• Eliminate Single Points of Failure (SPOFs): SPOFs are weak links whose failure disrupts the entire function. Build redundancy by implementing backups, cross-training staff, and diversifying suppliers.
• Develop Recovery Plans: Even with precautions, disruptions can occur. Create a plan outlining steps to recover quickly, including data restoration procedures, communication protocols, and backup system activation.

Question 57

describe the term
governance

Answer 57

In service management terms, governance means “ensuring the right things are done and the right things are done in the right way.”

As a concrete example, this means that only appropriate changes are made to a service and everyone involved in managing the service (across all stages of the lifecycle) discharges their responsibilities responsibly.

Question 58

what three things must an organisation be aware of to have effective governance and what 2 solutions does ITIL offer

Answer 58

For effective governance, an organization must be cognizant of:

• Who is responsible for executing tasks.
• Who ensures that these tasks are performed.
• The recipients or beneficiaries of these tasks.

1. Roles:
* Service Owner
* Process Owner
* Process Manager
* Process Practitioner

2. RACI Model:
* Responsible
* Accountable
* Consulted
* Informed

Question 59

what are the four roles and there descriptions that help to enforce:
* Governance: Making sure the “right things” are done and done properly (aligned with business objectives).
* Accountability: Keeping track of “who is doing what” (clear ownership for processes and tasks).

Answer 59

The Roles

1. Service Owner:
* Oversees the entire service and ensures it meets business needs.
* Approves and must be satisfied by changes to the service.
* Likely has process owners report to them for alignment.

2. Process Owner:
* Designs, executes, and improves IT processes.
* Ensures processes are effective, efficient, and aligned with business goals.

3. Process Manager:
* Manages the day-to-day operations of a process.
* Plans, coordinates, monitors, and reports on process activities.

4. Process Practitioner:
* Carries out the tasks defined within a process.
* Ensures accurate inputs and outputs for assigned tasks.
* Maintains activity records.

Question 60

define what a process is

Answer 60

• A process is a structured set of activities designed to achieve a specific goal.
• It takes inputs, performs actions, and delivers outputs.
• ITIL includes 5 lifecycle stages, each with its own processes.
• Examples: Change Management (Service Transition), Incident Management (Service Operation).

Question 61

describe the four components that make up the RACI model in order to enforce:
* Governance: Making sure the “right things” are done and done properly (aligned with business objectives).
* Accountability: Keeping track of “who is doing what” (clear ownership for processes and tasks).

Answer 61

RACI

• Responsible (R): The person who actually performs the work. They are accountable for completing the task to the required standard.
• Accountable (A): The person who owns the final outcome of the task. They have the ultimate decision-making authority and ensure the responsible person has the resources to complete it. There should only be one accountable person per task.
• Consulted (C): Someone with relevant expertise who should be consulted before finalizing the work. Their input is valuable, but they are not directly responsible for completion.
• Informed (I): Someone who needs to be kept up-to-date on the progress of the task but is not directly involved in its execution.

Question 62

Describe the
change advisory board (CAB)

Answer 62

• The CAB is the central body for reviewing, prioritizing, and scheduling changes within an organization.
• It acts as a gatekeeper, ensuring proposed changes align with strategic goals, minimize disruption, and are implemented effectively.

Question 63

what might prompt the change advisory board (CAB) into action

Answer 63

The CAB can be prompted to action by:
* formal Request for Change (RFC) documents
* triggered by external factors like market shifts.

Question 64

give 5 criteria that the change advisory board (CAB) will look at when carrying out thier assesment

Answer 64

The CAB assesses changes based on several key criteria:

1. Impact:
* Business: How will the change affect current operations, services, and revenue?
* Users: Will user workflows be disrupted? Do they need training? Will they accept the change?

2. Risk:
* Any potential obstacles like security vulnerabilities or cost overruns.

3. Cost:
* Is the financial investment justified by the benefits?

4. Regulations:
* Does the change comply with relevant laws and regulations?

5. Feasibility:
* Considering technology, proposed solutions, and exploring alternatives.

Question 65

Describe the three main steps of the change advisory board approval for changes

Answer 65

The iterative approval process ensures thorough evaluation:

• Initial Assessment: The CAB reviews the RFC. It might cycle back to the source if incomplete or lacking solutions. The CAB then approves or rejects the request.
• Implementation Approval: During implementation, the CAB approves all work phases in stages. Only CAB-approved work progresses to the next stage.
• Deployment Approval: Finally, the CAB greenlights the deployment of the approved change.

Question 66

define the Emergency Change Advisory Board (ECAB)

Answer 66

• the Emergency Change Advisory Board (ECAB) is a subset of the full CAB or a single individual with technical and managerial expertise.
• they can authorizes change requests during emergencies.

Question 67

what types of changes can the Emergency Change Advisory Board (ECAB) make

Answer 67

• changes that resolves major incidents.
• Implements unplanned security/software patches.
• Makes swift service changes to maintain continuity, especially for vital business functions (VBFs).

Question 68

name some benefits that the Emergency Change Advisory Board (ECAB) bring

Answer 68

• By authorizing changes quickly, the ECAB avoids the lengthy processes that the CAB usually take. this in turn can mitigate disrupting critical services.
• “Fix the problem first, document later” approach ensures service continuity during emergencies.
• Allows for reduced or skipped testing in urgent situations, with full testing and documentation completed later.

Question 69

what are the differences between the Emegency Change Advisory Board (ECAB) and Change Advisory Board (CAB)

Answer 69

• CAB: Methodical and systematic approach, focused on evaluating changes for service improvement.
• ECAB: Rushed approach, focused on prioritizing service continuity, skipping most CAB steps.

Question 70

when determining the resources that each activity from the activity on node (AoN) network will require, what resources are we thinking about and what type of resource is most prevelant in IT projects

Answer 70

when analysis the resources required for each activity the main resources will include:
* Raw Materials: Physical materials required for production or project completion.
* Staffing: The availability of personnel with the necessary skills and capacity.
* Equipment: Machinery, technology, or tools necessary to perform tasks.

In IT projects, the main concern is usually staffing—having the right people available.

Question 71

describe the differences between the tolerance and contigency pool that theproject manager may use to keep the project on course in unexpected events

Answer 71

Tolerance
* often an allowable deviation from the base plans of an activity
* a given amount of resources (cost, time)
* absorbs minor issues

Contigency pool
* A limited pool of resources that can be used anywhere in the project
* Must e used with care as using in one place leaves less for other places

Analogy:
Project plan = tightrope walk.
Tolerance = safety harness (catches minor stumbles).
Contingency plan = safety net (catches major falls, but not for constant use).