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ITIL Questions and Answers (Q&A)

Which ITIL process is responsible for creating the cost agreements for extra support of the Service Desk?
E. Austin
Answered: Mar 27, 2019
The Service Level Management (SLM) process is responsible for creating the cost agreements for extra support of the Service Desk. The purpose of SLM is to negotiate Service Level Agreements (SLA)...Read More

2 Answers

873 views
What are the characteristic of every process in Information Technology Infrastructure Library(ITIL)?
H.Jennifer
Answered: Apr 23, 2018
There is a vital concept in the domain of ITIL. ITIL refers to Information Technology Infrastructure Library. It is a set of many different practices that are used for the management of IT...Read More

2 Answers

843 views
What is the use of additional technical expertise in the Incident Management process called?
T. Moore, Writer
Answered: Mar 27, 2019
The correct answer to this question is B. The use of additional technical expertise in the Incident Management process is called functional escalation. In many situations, functional escalation...Read More

2 Answers

825 views
Which process reviews Operational Level Agreements (OLAs) on a regular basis?
TBFTesting
Answered: Apr 25, 2024
Service Level Management

1 Answer

821 views
Which aspect of Service Design is missing from the list below?
H. Jones, Web Content Writer
Answered: Oct 08, 2020
The design of measurement system methods and metrics is not on the list. Service design is planning and managing people, infrastructure, communication, and material elements of service to improve...Read More

3 Answers

800 views
What is the first activity when implementing a release schedule in Information technology?
E. Austin
Answered: Mar 27, 2019
The correct answer to this question is C. Compiling the release schedule is the first activity when implementing a release. Creating the schedule must take into account the workload of all the...Read More

2 Answers

798 views
What types of changes are not usually included within the scope of service Change Management?
John Smith
Answered: Apr 25, 2024
Changes to business strategy

1 Answer

791 views
Which of the following (knowledge, information, wisdom, or data) cannot be provided by a tool?
Anika Nicole, Wordsmith
Answered: Sep 25, 2018
Wisdom is the only thing out of the given options which can't be provided by a tool. It's our wisdom with the help of which we can think, make decisions, and act using our knowledge and exp...Read More

3 Answers

790 views
How would you define standard change?
F.Brian
Answered: Jan 19, 2018
A standard change can be considered as a service or an infrastructure. The standard change has an accepted and a procedure that is established enough to give a specific change requirement. There...Read More

2 Answers

765 views
Which ITIL process is responsible for approving the implementation of increased bandwidth? A company sets up an Intranet for its graphic design workstations. The bandwidth must be increased because...
Dione Sutton
Answered: Oct 17, 2017

Provides Configuration Management with the data required to implement the change in the CMDB

2 Answers

763 views
Which of the following is not part of Capacity Management?
TBFTesting
Answered: Apr 25, 2024
Maintainability

1 Answer

750 views
Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?
TBFTesting
Answered: Apr 25, 2024
All of the above

1 Answer

748 views
What is the role of the Emergency Change Advisory Board (ECAB)?
M. Krasinski, Content Writer
Answered: Sep 14, 2018
In Ithe IT service industry it is vital that change is managed reliably and fast but without any hiccups. All change must be managed. Change-related incidents will impact on service and upon many...Read More

2 Answers

747 views
What is the best definition of a Configuration Item (CI)?
Ken Wilson, Marketing Analyst
Answered: Mar 07, 2019
Configuration item (CI) is an asset, service component or item that is, or will be under the control of Configuration Management. CI may be a single module such as a monitor or a tape drive, or a...Read More

2 Answers

747 views
How would you describe Service Management as a practice?
TBFTesting
Answered: Apr 25, 2024
A set of specialized organizational capabilities for providing value to customers in the form of services.

1 Answer

740 views

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