Podcast
Questions and Answers
The quality and value of a new service are realized when the business is fully disengaged from its use.
The quality and value of a new service are realized when the business is fully disengaged from its use.
False (B)
Incident Management is a part of the ITIL Service Management Model.
Incident Management is a part of the ITIL Service Management Model.
True (A)
Event Management and Incident Management are separate processes in the ITIL Service Management Model.
Event Management and Incident Management are separate processes in the ITIL Service Management Model.
True (A)
Incident Prioritization is not considered in the Incident Management process flow.
Incident Prioritization is not considered in the Incident Management process flow.
Functional Escalation is not needed in the Investigation & Diagnosis stage of Incident Management.
Functional Escalation is not needed in the Investigation & Diagnosis stage of Incident Management.
Service Request always leads to Incident Management according to the ITIL Service Management Model.
Service Request always leads to Incident Management according to the ITIL Service Management Model.
The ITIL Service Management Model includes processes such as Service Strategy, Service Design, and Service Continuation.
The ITIL Service Management Model includes processes such as Service Strategy, Service Design, and Service Continuation.
Financial Management is not a part of the Basic Service Management Model process elements according to ITIL.
Financial Management is not a part of the Basic Service Management Model process elements according to ITIL.
Incident Management is not considered a main practice element in the ITIL Service Lifecycle.
Incident Management is not considered a main practice element in the ITIL Service Lifecycle.
Service Level Package is a main practice element in the ITIL Service Lifecycle.
Service Level Package is a main practice element in the ITIL Service Lifecycle.
Change Management is part of the required business outcomes identified in the ITIL Service Lifecycle.
Change Management is part of the required business outcomes identified in the ITIL Service Lifecycle.
IT Service Continuity Management is included in the main process elements of the ITIL Service Lifecycle.
IT Service Continuity Management is included in the main process elements of the ITIL Service Lifecycle.
The ITIL Service Management Model includes the stage of 'Operate the service' within Service Operation.
The ITIL Service Management Model includes the stage of 'Operate the service' within Service Operation.
The details of each service element and activity can only be found in the Service Transition publication.
The details of each service element and activity can only be found in the Service Transition publication.
Operational Change Management is part of Early Life Support of a live service.
Operational Change Management is part of Early Life Support of a live service.
Service providers are not provided with feedback on the performance of new services during the Transition Phase.
Service providers are not provided with feedback on the performance of new services during the Transition Phase.
Depending on the situation, issues with a new service may or may not be uncovered during Early Life Support.
Depending on the situation, issues with a new service may or may not be uncovered during Early Life Support.
The measurement systems and metrics for service reporting are only generated after the design stage.
The measurement systems and metrics for service reporting are only generated after the design stage.
Match the following ITIL processes with their descriptions:
Match the following ITIL processes with their descriptions:
Match the following ITIL activities with their respective stages:
Match the following ITIL activities with their respective stages:
Match the following ITIL elements with their functions:
Match the following ITIL elements with their functions:
Match the following ITIL concepts with their meanings:
Match the following ITIL concepts with their meanings:
Match the following stages with the correct activities:
Match the following stages with the correct activities:
Match the following actions with the correct step in the Change Management process:
Match the following actions with the correct step in the Change Management process:
Match the following descriptions with the correct process elements:
Match the following descriptions with the correct process elements:
Match the following activities with the correct outcomes:
Match the following activities with the correct outcomes:
Match the following terms with their corresponding stages:
Match the following terms with their corresponding stages:
Match the following processes with their respective publications or resources:
Match the following processes with their respective publications or resources:
Match the following with their descriptions: Change Management
Match the following with their descriptions: Change Management
Match the following activities with their corresponding phase: Build and Test the solution
Match the following activities with their corresponding phase: Build and Test the solution
Match the following terms with their definitions: Service Acceptance Criteria
Match the following terms with their definitions: Service Acceptance Criteria
Match the following phases with their activities: Transition Planning and Support
Match the following phases with their activities: Transition Planning and Support
Match the following terms with their roles: Change Request
Match the following terms with their roles: Change Request
Match the following with their functions: Service Release Package
Match the following with their functions: Service Release Package
