Cis 500 ucertify quiz: 8. understanding service transit

Quiz: 8. Understanding Service Transit…, 1 of 36
Q: Which of the following statements about the Emergency Change Advisory Board (ECAB) is CORRECT?

It will be used for emergency changes where there is insufficient time to call a full CAB.

It will review completed emergency changes.

It will consider every high priority Request for Change.

It will be chaired by the IT Director.
Quiz: 8. Understanding Service Transit…, 2 of 36
Q: Which of the following is NOT a type of change?

Normal Change

Standard Change

Matrix Change

Emergency Change
Quiz: 8. Understanding Service Transit…, 3 of 36
Q: Which of the following has the responsibility to filter, accept, and classify all Request For Change (RFC)?

Change Director

Incident Manager

Change Manager

Problem Manager
Quiz: 8. Understanding Service Transit…, 4 of 36
Q: Which of the following processes governs each release via a request for change?

Capacity Management process

Service Management process

Incident Management process

Change Management process
Quiz: 8. Understanding Service Transit…, 5 of 36
Q: Which of these is part of the scope of IT change management?

Business strategic changes

Project changes

IT service changes

Minor operational changes
Quiz: 8. Understanding Service Transit…, 6 of 36
Q: Which of the following is defined as the major object or the entity that is used to instantiate a change?

Customer Request

Service Request

Urgent Change

Request for Change
Quiz: 8. Understanding Service Transit…, 7 of 36
Q: Which process ensures that standardized methods and procedures are used for efficient handling of all changes?

Incident management

Change management

Request management

Risk management
Quiz: 8. Understanding Service Transit…, 8 of 36
Q: Who should initially evaluate the category of a proposed change within an ITIL compliant Change Management process?

Change Advisory Board

Change Requestor

Change Implementer

Change Manager
Quiz: 8. Understanding Service Transit…, 9 of 36
Q: Who should carry out advance testing once a change has been built under an ITIL Change Management process?

Change Builder

Independent tester

Change Advisory Board

Change Manager
Quiz: 8. Understanding Service Transit…, 10 of 36
Q: Which of these statements represent acceptable criteria for defining a standard change?

1. The risk associated to the change is low or clearly understood.
2. The change follows a defined procedure or predefined steps.
3. The change can be completed within 24 hours of being requested.
4. The change can be traced to a predefined trigger.
5. The change delivers its results to IT service providers only.

1, 2, and 4

2, 3, and 4

1, 2, 3, 4, and 5

1, 3, and 5
Quiz: 8. Understanding Service Transit…, 11 of 36
Q: Which of the following requests is used to replace something within the IT infrastructure?

Request for change

Replacement request

Service Request

Request for Release
Quiz: 8. Understanding Service Transit…, 12 of 36
Q: Which process has the scope of covering changes to baseline service assets and configuration items across the complete service lifecycle?

Configuration management

IT management

Service management

Change Management
Quiz: 8. Understanding Service Transit…, 13 of 36
Q: Which of these is a recognized “business benefit” or “value statement” for the service transition lifecycle stage?

1. Deliver changes to services with a consistent approach
2. Manage the business strategic plans
3. Control the assets of the infrastructure
4. Improve business strategy through service transformation
5. Provide increased confidence in the success of changes

1, 3, and 5

1, 2, 3, 4, and 5

1, 2, 3, and 4

2, 4, and 5
Quiz: 8. Understanding Service Transit…, 14 of 36
Q: Which of the following concepts is part of Change Management?

Service Request

Emergency Release

Post Implementation Review

Work-group
Quiz: 8. Understanding Service Transit…, 15 of 36
Q: Which process ensures that the new or changed services are better aligned with the customer’s business operation?

Service Strategy

Continual Service Improvement

Service Design

Service Transition
Quiz: 8. Understanding Service Transit…, 16 of 36
Q: Which of these would be a reason to raise a change proposal for authorization?

If the change has been raised by a user

If the change has been assessed as being technical

If the change has a major cost impact on the business

If the change has been assessed by a supplier
Quiz: 8. Understanding Service Transit…, 17 of 36
Q: Which of the following is a cumulative body that is used to access, prioritize, and plan changes?

Change Advisory Board

Compliance

Accreditation Body

Baseline
Quiz: 8. Understanding Service Transit…, 18 of 36
Q: Which of these is a valid reason for closing a change record?

The change has been authorized and implemented.

The change has been released.

The release has been implemented.

The change acceptance criteria have been met
Quiz: 8. Understanding Service Transit…, 19 of 36
Q: Which of these statements best reflects the purpose of change management?

To provide success strategies for the business

To provide controlled change

To deliver successful projects to operations

To deliver an accurate configuration management system
Quiz: 8. Understanding Service Transit…, 20 of 36
Q: Which of these statements is the best description of the purpose of the service transition lifecycle stage?

Ensure services are measured and improved according to improvement guidelines.

Ensure services are operated according to service level agreements.

Ensure services are designed to meet business expectations.

Ensure services agreed on and designed in strategy and design are delivered effectively into operation
Quiz: 8. Understanding Service Transit…, 21 of 36
Q: Which of the following is NOT a Change Management activity?

It changes an action that results in a new status.

It provides updates to the Configuration Management Database.

It provides reports of changes to the infrastructure.

It records, accepts, authorizes, plans, tests, and implements RFCs
Quiz: 8. Understanding Service Transit…, 22 of 36
Q: Which of the following has an objective to ensure that all the changes are assessed, approved, implemented, and reviewed in a controlled manner?

Capacity Management

Change Management

Problem Management

Incident Management
Quiz: 8. Understanding Service Transit…, 23 of 36
Q: Who is responsible for authorizing a request for change as part of the change management process?

Customer

User

Supplier

Change authority
Quiz: 8. Understanding Service Transit…, 24 of 36
Q: Which of the following has the responsibility to ensure that the back-out plans are created?

Capacity Management

Problem Management

Change Management

Incident Management
Quiz: 8. Understanding Service Transit…, 25 of 36
Q: Which of the following manages the rollout of the new releases?

Customer Management

Incident Management

Change Management

Service Management
Quiz: 8. Understanding Service Transit…, 26 of 36
Q: Which of the following processes governs Release Management?

Problem Management

Service Level Management

Configuration Management

Change Management
Quiz: 8. Understanding Service Transit…, 27 of 36
Q: For which of the following processes is the purpose of priorities based on impact and importance of an essential activity?

Service Level Management

Financial Management

Change Management

Configuration Management
Quiz: 8. Understanding Service Transit…, 28 of 36
Q: Which of these is not a recognized output document from the change management process?

Remediation plan

Project service outage

Change schedule

Configuration schedule
Quiz: 8. Understanding Service Transit…, 29 of 36
Q: Which of the following is a formal communication seeking an alteration to one or more configuration items?

Change plan

Change phase

Change advisor

Change request
Quiz: 8. Understanding Service Transit…, 30 of 36
Q: Which of the following is the aim of Change Management?

Reduction in back-out activities

Incident detection and recording

Incident ownership, monitoring, tracking, and communication

Maximum disruption of services
Quiz: 8. Understanding Service Transit…, 31 of 36
Q: Which of the following advises Change Management regarding the priorities of the RFCs?

Accreditation body

Change Advisory Board

Incident Manager

Problem Manager
Quiz: 8. Understanding Service Transit…, 32 of 36
Q: Which of the following is the main purpose of the Service Portfolio is to describe services in terms of?

Service Level Requirements

IT Service Infrastructure

Business Value

Functionality
Quiz: 8. Understanding Service Transit…, 33 of 36
Q: Which of the following is responsible for processing RFCs?

Release Management

Change Management

Service Level Management

Configuration Management
Quiz: 8. Understanding Service Transit…, 34 of 36
Q: Which process is the necessary means to realize, plan, and manage the new service?

Service Operation

Service Design

Service Strategy

Service Transition
Quiz: 8. Understanding Service Transit…, 35 of 36
Q: Which of the following is true about change management?

Low-risk changes may be preapprove

The change advisory board is for technical assessment and approval of changes only.

All changes, however small, must be approved by the change advisory board before implementation.

Emergency changes are too urgent to need approval before implementation
Quiz: 8. Understanding Service Transit…, 36 of 36
Q: What is the benefit of using a change model?

It allows predefined steps to be used when handling similar types of change.

It allows project teams to use the change process for project changes.

It allows the customer to bypass the normal change process.

It allows a change to be accepted into release more easily

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