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1. Which process is responsible for low risk, frequently occurring, low cost changes?
A) Demand management
B) Release and deployment management
C) Incident management
D) Request fulfillment
2. 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 changes are recorded and evaluated
C) To ensure the impact of changes are understood
D) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
3. Which of the following statements MOST correctly identifies the scope of design coordination activities?
A) All changes are mandated to be included
B) Only changes to business critical systems are included
C) Only changes that introduce new services are included
D) Any changes that would benefit the organization are included
4. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created
A) 3 only
B) 2 only
C) All of the above
D) 1 only
5. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A) Regulators
B) Employers
C) Stakeholders
D) Accreditors
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
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