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1. Which one of the following is NOT an aim of the change management process?
A) To deliver and manage IT services at agreed levels to business users
B) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
C) To ensure that changes are recorded and evaluated
D) To ensure the impact of changes are understood
2. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
A) Service transition
B) Service operation
C) Service strategy
D) Service design
3. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
A) Did we get there?
B) How do we get there?
C) Where are we now?
D) Where do we want to be?
4. What is the BEST definition of an internal service?
A) It is a supporting service delivered between functions of the IT service provider
B) It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
C) It is any customer-facing service delivered by an outsourced provider
D) It is a service delivered between departments or business units in the same organization
5. The remediation plan should be evaluated at what point in the change lifecycle?
A) Immediately after the change has failed and needs to be backed out
B) After implementation but before the post implementation review
C) Before the change is approved
D) After the post implementation review has identified a problem with the change
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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