Which statement about the change enablement practice is CORRECT?
A. Standard changes are those that need to be scheduled, assessed and authorized following a standard process B. Normal changes are triggered by the creation of a change request which can be created manually or automated C. Assessment and authorization of normal changes should be expedited to ensure they can be implemented quickly D. There should be a separate change authority for standard changes which includes senior managers who understand the risks involved
A. To help plan, authorize and schedule emergency changes B. To publish a list of service requests that users can select C. To ensure that a single change authority reviews every change D. To help plan changes, assist in communication and avoid conflicts
Which statement about the automation of service requests is CORRECT?
A. Service requests that cannot be automated should be handled as incidents B. Service requests and their fulfillment should be automated as much as possible C. Service requests that cannot be automated should be handled as problems D. Service requests and their fulfillment should be carried out by service desk staff without automation
What describes the steps needed to create and deliver a specific service to a consumer?
A. Service management B. Practices C. A value stream D. Service level management
Correct Answer: D