Which describes a CORRECT approach to change authorization?


A. Changes included in the change schedule are pre-authorized and do not need additional authorization
B. Normal changes should be assessed and authorized before they are deployed
C. Emergency changes should be authorized by as many people as possible to reduce risk
D. Normal changes are typically implemented as service requests and authorized by the service desk

A service offering may include goods, access to resources, and service actions. Which is an example of a
service action?


A. A mobile phone enables a user to work remotely
B. A password allows a user connect to a WiFi network
C. A license allows a user to install a software product
D. A service desk agent provides support to a user

Which will NOT be handled as a service request?


A. The degradation of a service
B. The replacement of a toner cartridge
C. The provision of a laptop
D. A complaint about a support team

Which practice improves customer and user satisfaction by reducing the negative impact of service
interruptions?


A. Service request management
B. Service level management
C. Incident management
D. Change enablement

Which statement about change authorities is CORRECT?


A. Change authorities are only required for authorizing emergency changes
B. Change authorities are assigned when each change is deployed
C. Change authorities are only required for authorizing normal changes
D. Change authorities are assigned for each type of change and change model

Which practice recommends the use of event-based surveys to gather feedback from customers?


A. Service level management
B. Change enablement
C. Service request management
D. Problem management

Which can act as an operating model for an organization?


A. The four dimensions of service management
B. The service value chain
C. The ITIL guiding principles
D. Continual improvement

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 fulfilment should be automated as much as possible
C. Service requests that cannot be automated should be handled as problems
D. Service requests and their fulfilment should be carried out by service desk staff without automation

Which is the BEST example of a standard change?


A. The review and authorization of a change requested by a customer
B. The implementation of a critical software patch in response to a vendor security issue
C. The installation of a software application in response to a service request
D. The replacement of a component in response to a major incident

In which step of the 'continual improvement model' is an improvement plan implemented?


A. What is the vision?
B. How do we get there?
C. Take action
D. Did we get there?