ITIL 2011 Intermediate Lifecycle program: Service Design SD provides a comprehensive study of the ITIL® 2011 phase of Service Transition and where it fits …
The key element of a standard change is?
a) Documentation of a pre-approved procedure for implementing the change
b) Low risk to the production environment
c) No requirement for service downtime
d) It can be included in the next monthly or quarterly release
Release and deployment options include:
1. Big bang vs. Phased
2. Automated vs. Manual
a) Push vs. Proposed
b) Push vs. Pull
c) Requested vs. Forced
d) Proposed vs. Forced
The 4 spheres of knowledge management are:
a) Data, facts, knowledge, wisdom
b) Ideas, facts knowledge, wisdom
c) Data, information, facts, wisdom
d) Data, information, knowledge, wisdom
Which activity in Service Asset and Configuration Management would help to ascertain whether the recorded Configuration Items conform to the physical environment?
b) Verification and audit
d) Status accounting
After a Change has been implemented, an evaluation is performed. What is this evaluation called?
a) Forward Schedule of Changes (FSC)
b) Post Implementation Review (PIR)
c) Service Improvement Programme (SIP)
d) Service Level Requirement (SLR)
Which of the following is not change type?
a) Standard change
b) Normal change
c) Quick change
d) Emergency change
Which process is responsible for maintaining software items in the Definitive Media Library (DML)?
a) Release and Deployment Management
b) Service Asset and Configuration Management
c) Service validation and testing
d) Change Management
Which process or function is responsible for communicating the Change Schedule to the users?
a) Change Management
b) Service Desk
c) Release and Deployment Management
d) Service Level Management
Which of the following best describes a baseline?
a) Used as a reference point for later comparison
b) The starting point of any project
c) The end point of any project
d) A rollback procedure
The main objective of Change Management is to?
a) Ensure that any changes are approved and recorded
b) Ensure that standardised methods and procedures are used for controlled handling of all changes
c) Ensure that any change requests are managed through the CAB
d) Ensure that the CAB takes responsibility for all change implementation