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ITIL – ITIL Foundation (syllabus 2011)

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Showing 10–12 of 20 questions

Question 10 (Volume F)

Which of these would fall outside the scope of a typical service change management process?

Select an option, then click Submit answer.

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    A change to a contract with a supplier
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    A firmware upgrade to a server that is only used for IT Service Continuity purposes
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    An urgent need to replace a CPU to restore a service during an incident
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    A change to a business process that depends on IT Services
Question 11 (Volume B)

Which of the following provide value to the business from service strategy?

1. Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful

2. Enabling the service provider to respond quickly and effectively to changes in the business environment

3. Reduction in the duration and frequency of service outages

Select an option, then click Submit answer.

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    All of the above
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    1 and 3 only
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    1 and 2 only
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    2 and 3 only
Question 12 (Volume C)

Which one of the following is NOT an aim of the change management process?

Select an option, then click Submit answer.

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    To ensure the impact of changes are understood
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    To ensure that changes are recorded and evaluated
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    To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
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    To deliver and manage IT services at agreed levels to business users