Exin ITIL Foundation Set 17

Service Desk staff should be recruited from people who have high levels of technical skill to minimize the cost of training them The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

Services and Infrastructure Applications and Infrastructure Resources and Capabilities Utility and Warranty

1-A, 2-B, 3-C, 4-D 1-C, 2-D, 3-A, 4-B 1-C, 2-B, 3-A, 4-D 1-B, 2-C, 3-D, 4-A

The contract is being negotiated The contract is about to be ended The Supplier Manager decides that there is a risk the contract might need to end soon The contract has been agreed

A change to the service provider's established policies and guidelines A pre-authorized change that has an accepted and established procedure A change that is made as the result of an audit A change that correctly follows the required change process