What is meant by the Urgency of an Incident? A.

the degree to which the solution of an incident tolerates delay As per ITIL, Problem is 2 or more incidents (true) Which ITIL process aims to trace business-critical services for which supplement ary emergencymeasures must be taken? IT Service Continuity Management which of the following best describes an outcome: The result of carrying out an Activity, following a Process; delivering an IT Service, etc. Function (ITILv3): A team or group of people and the tools they use to carry out one or more Processes or Activities. For example the Service Desk. Service Validation and Testing : responsible for Validation and Testing of a new or Changed IT Service Which aspects are described in a Service Level Agreement (SLA)? the quality, expressed in quantity and costs, of the services offered R in RACI: responsible for geting job done The activity that aims to identify the potential damage or loss to an organisati on resulting from disruption to critical business processes is: B Business Impact Analysis Which of the following statements about the Service Owner is INCORRECT? Carries out the day-to-day monitoring and operation of the service they own includes scenarios predicting business demands itil - Capacity Plan Which ITIL process manager requires a report specifying the duration of an inte rruption of a Configuration Item? A. Availability Manager Process Owner: A Role responsible for ensuring that a Process is Fit for Purpos e. Which of the following is Availability Management responsible for? A. ensuring the reliability of components will carry out a required function und er certainconditions over a certain period How does Problem Management differ from Incident Management? C. Incident Management focuses on restoration of service and Problem Management focuses on finding the cause What is a Known Error? A. a Problem for which the cause is known and a Workaround has been identified

For what is Capacity Management responsible? B. Resource Management Where are the statuses of changes recorded? - CMDB PC Issue: Which ITIL process is responsible for having this user's PC replaced within thre ehours? B. Change Management Who decides the category of a change? A. the Change Manager Changes are divided into categories.What criterion defines a category for a chan ge? A. the consequences of the change such as limited, substantial, significant, etc http://www.scribd.com/doc/15324937/ITIL-V3-ITIL-Foundation-Certificate-in-IT-Ser vice-ManagementEX0100 Information is regularly exchanged between Problem Management and ChangeManageme nt. What information is this? B. RFCs resulting from known errors