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Detail Form
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1.
Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes
2.
Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special
3.
What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?
4.
Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record
5.
Which types of communication would the functions within service operation use?
1. Communication between data centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication
6.
Where would all the possible service improvement opportunities be recorded?
7.
Which of the following statements correctly states the relationship between urgency, priority and impact?
8.
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
9.
Which of the following is NOT a benefit of using public frameworks and standards?
10.
Which of the following statements about processes is INCORRECT?