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ITIL Familiarization Quiz

Which two processes will contribute MOST to enabling effective problem detection?

Incident and Financial Management

Change and Release & Deployment Management

Incident and Event Management

Knowledge and Service Level Management

Why is it important for service providers to understand patterns of business activity (PBA)?

PBAs are based on organizational roles and responsibilities

IT service providers CANNOT schedule changes until they understand PBA

Demand for the services delivered by service providers are directly influenced by PBA

Understanding PBA is the only way to enable accurate service level reporting

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

The change authorization board

The change advisory board

The change implementer

The change manager

Which among the following is NOT an objective of Continual Service Improvement?

Review and analyze Service Level Achievement results

Identify activities to improve the efficiency of service management processes

Improve the cost, effectiveness of IT services without sacrificing customer satisfaction

Conduct activities to deliver and manage services at agreed levels to business users

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