ITIL- Service Transition

A. Has a defined trigger to initiate the change. Well-known, documented and proven tasks. Pre-authorized, well-understood, low risk

Which of the following are critical elements of a standard change? A. Has a defined trigger to initiate the change. Well-known, documented and proven tasks. Pre-authorized, well-understood, low risk B. Identified as being minor, major or significant. Requires remediation planning and often requires a change proposal C. Identified as being normal, low risk and not an emergency change. Requires change advisory board (CAB) authorization. Has predefined steps to follow to carry out the change.

1, 2 and 3

Which of the following are examples of an emergency change? 1. Resolution of a major incident 2. Operational repair 3. Implementation of a security patch

B. A service asset that needs to be managed in order to deliver an IT service

Which of the following is the CORRECT definition of a configuration item (CI)? A. Any resource or capability that could contribute to the delivery of a service B. A service asset that needs to be managed in order to deliver an IT service C. A set of attributes and relationships that deliver a service D. A set of tools and databases that define the relationships within a service

All of the above

Which of these should be included in a release policy? 1. How the baseline is captured 2. Unique identification 3. Roles and responsibilities at each stage 4. The mechanism to automate the build

C. Build and test

Which phase of the release and deployment management process is responsible for checking the release package into the definitive media library? A. Review and close B. Deployment C. Build and test D. Planning

B. Release and deployment management

Which process is responsible for delivering the new functionality required by the business while protecting the integrity of existing services? A. Service portfolio management (SPM) B. Release and deployment management C. The change advisory board (CAB) D. Service asset and configuration management (SACM)

B. Service asset and configuration management (SACM)

Which process specifically ensures that releases into controlled environments and operational use are formally authorized? A. Release and deployment management B. Service asset and configuration management (SACM) C. Change management D. Service validation and testing

B. Service asset and configuration management (SACM)

Which process works with change management specifically to ensure that only authorized components are used and only authorized changes are made? A. Release and deployment management B. Service asset and configuration management (SACM) C. Change evaluation D. Service validation and testing

All of the above

With respect to the relationship between the SKMS and the CMS, which of the following statements is true? 1. The CMS is part of the SKIMS 2. Some CIs, such as SLAs, are part of the SKMS 3. Configuration records are stored as CIs in the CMDB of the CMS 4. Other CIs such as users are stored outside of the SKMS.

A. Through service portfolio management (SPM) with a change proposal

How are major changes that involve significant cost, risk or impact to the organization usually initiated? A. Through service portfolio management (SPM) with a change proposal B. Through service catalogue management with a change record C. Through service catalogue management with a change proposal D. Through service strategy with a business case

D. A normal change

If a change is needed urgently, because of poor planning or sudden changes in business requirements, this should be treated as: A. A business change B. A standard change C. An emergency change D. A normal change

D. Minor, major, and emergency

In order to manage customer and stakeholder expectations about planned releases, which of the following is an example of how releases should be defined? A. Big bang, phased and staggered B. Service, component, process C. Normal, standard and emergency D. Minor, major, and emergency

B. Information

What comes from providing context to data and is typically stored in a semi-structured format such as documents, email and multimedia? A. Metrics B. Information C. Knowledge D. Reports

B. Change proposals are submitted in order to ensure that potential conflicts for resources or other issues are identified.

What is submitted before chartering new or changed services of significant cost, risk and impact? and why? A. Change records are submitted to track all the information regarding the service change B. Change proposals are submitted in order to ensure that potential conflicts for resources or other issues are identified. C. Requests for change (RFCs) are submitted to manage the change throughout its lifecycle D. Corresponding incident and problem records linked to the change records are submitted to ensure that the changes are correcting the issues related to services.

A. Management of the complete lifecycle of every configuration item (CI)

What is the scope of service asset and configuration management (SACM)? A. Management of the complete lifecycle of every configuration item (CI) B. Authorization of changes to assets in the live environment C. Management of planned, live and retired CIs D. Change control of all related CIs

C. The change is intended to repair an error in an IT service that is negatively impacting the business to a high degree

When should the emergency change procedure be used? A. A previous change has failed and there is a need to remedy this quickly. B. A previous change has caused several incidents to occur C. The change is intended to repair an error in an IT service that is negatively impacting the business to a high degree D. A change is required to meet an immediate change in business demand and need

A. Planning the actions to be taken to recover after a failed change or release

Which is the BEST definition of remediation planning? A. Planning the actions to be taken to recover after a failed change or release B. Documenting workarounds for known issues in new or changed services to be included in the knowledge management database C. Part of the procedure required to properly fill out a change request D. Change deployment planning that is conducted by the CAB or ECAB during impact assessment of the change

C. All information designated in scope

Which of the following about configuration items (CIs) does the configuration management system (CMS) hold? A. All information that is needed for the service management knowledge system (SKMS) B. All component level details for hardware C. All information designated in scope D. All information for components classified as assets

D. Release and deployment management

During which process is a service handed over to the service operation function? A. Early life support (ELS) B. Service transition C. Change management D. Release and deployment management