Free 58 – ITIL 2011 Foundation Practice Test Question

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  Capacity Management

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  Modeling arrival rates and performance characteristics of service requests

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  Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

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  Identifying frequently received user requests and defining how they should be handled
  
  

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  Service level management

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  IT operations management

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  Capacity management

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  Incident management
  
  

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  Managing major changes or new services into the operational environment.

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  Defining how the service provider will meet the customer's required business outcomes.

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  Ensuring that emergency changes are assessed for impact before implementation.

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  Creating a logical model between the individual components and the overall service.