- When a review of the change has led to a satisfactory result.
- When incidents related to the Known Error do not occur any more.
- When the proposal for change is lodged with Change Management.
- When the Request for Change is authorized by the Change Advisory Board.
QUESTION NO: 2.
When an organization decides to control the flow of incident information within the IT organization, which ITIL process would it be putting in place?
- Availability Management
- Change Management
- Incident Management
- Problem Management
QUESTION NO: 3.
When must a Post Implementation Review take place?
- after every Change
- at the request of the person who submitted the Change request
- in case of emergency changes
- if another incident of the same type occurs again after a Change has been made
QUESTION NO: 4.
Which activity is not the responsibility of IT Service Continuity Management?
- analyzing risks
- testing back-out arrangements
- drawing up back-out scenarios
- executing impact analyses of incidents related to the back-out facilities
QUESTION NO: 5.
Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services?
- Capacity Management
- Change Management
- Configuration Management
- Financial Management for IT services
QUESTION NO: 6.
According to the Deming quality circle a number of steps must be performed repeatedly in order to ensure good performance. Which of the following answers specifies the correct sequence for these steps?
- Act – Check – Do – Plan
- Check – Plan – Act – Do
- Do – Plan – Check – Act
- Plan – Do – Check – Act
QUESTION NO: 7.
The Deming quality circle is a model for control based on quality. Which step in this model must be taken first?
QUESTION NO: 8.
A process is a logically coherent series of activities for a predefined goal. What is the process owner responsible for?
- setting up the process
- implementing the process
- describing the process
- the result of the process
QUESTION NO: 9.
What is the difference between a process and a project?
- A process is continuous and has no end date, whereas a project has a finite lifespan.
- A project is continuous and has no end date, whereas a process has a finite lifespan.
- A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.
- In a project the focus is not on the result, whereas with a process the result is important.
QUESTION NO: 10.
What is the basis of the ITIL approach to Service Management?
- IT resources
- interrelated activities