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ITIL Session 4A

Service transition includes:
Planning and manage service changes
Deploying service releases
Capacity and resource planning
All of the above
In change management the abbreviation RFC stands for:
Request for change
Remote function call
Request for comment
Request for clarification
Under ITIL what are the change request types (pick three)?
Standard, normal & emergency
Standard, urgent and normal
Urgent, normal & standard
Emergency, urgent and normal
An example of a standard change request would be:
New employee laptop set-up
Urgent fix for an error
Major system unavailable
All changes not considered emergency
The group that makes decisions on emergency changes is the:
Emergency change advisory board
Change advisory board
Firm executive
L25
Change management includes having a remediation plan. What does a remediation plan include?
Recovery actions
Back-out plans
List of people who will help with the recovery
All of the above
CI stands for:
Configuration item
Configuration interface
Corporate information
Configuration interaction
Which statement is correct?
All CIs are service assets. Not all assets are CIs
All CIs are not service assets. All assets are CIs
All CIs are not service assets. Not all assets are CIs
All CIs are service assets. All assets are CIs
What is the role of the emergency change advisory board (ECAB)?
To assist the change manager in ensuring that no urgent changes are made during particularly volatile business periods
To assist the change manager in implementing emergency changes
To assist the change manager in evaluating emergency changes and to decide whether the change should be approved
To assist the change manager in speeding up the emergency change process so that no unacceptable delays occur
What is the main reason for establishing a baseline?
To standardize operation
For knowing the cost of services provided
For roles and responsibility to be clear
For later comparison
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Service Improvement
Each stage should be carried out once in the order Plan-Do-Check-Act
The entire cycle should be repeated multiple times to implement Continual Service Improvement
There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Service Improvement
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This questionnaire was developed by Dr Pauline Rose Clance as part of her work on the Impostor Phenomenon (more information can be found via the links at the end of this questionnaire).     The tool is being used in this research to determine if the Impostor Phenomenon is experienced by women who work in STEM occupations and other occupations not traditionally populated by women.     This research is being conducted by Dr Theresa Simpkin of Anglia Ruskin University and will inform broader work on gender based workforce issues.   A copy of the participant information sheet and the consent form should be downloaded from these links: Participant Consent Form & Participant Information Sheet   If you'd like more information on this work or if you'd like to take part in the interview programme on this topic, please contact Dr Theresa Simpkin at theresa.simpkin@anglia.ac.uk.   Please note that in proceeding you are agreeing that you have read the information sheet and agree that anonymised data can be used. You can exit the diagnostic at any time and the data will be removed from the data set.  No questions will ask you to identify yourself or your employer.     The diagnostic should take no more than 10 minutes.   Many thanks for your interest and assistance with this important work.        
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