CIS 500
Q: Which of the following is true about change management?
The change advisory board is for technical assessment and approval of changes only.
Low-risk changes may be preapprove.
Emergency changes are too urgent to need approval before implementation.
All changes, however small, must be approved by the change advisory board before implementation.
Q: Which of the following manages the rollout of the new releases?
Customer Management
Incident Management
Change Management
Service Management
Q: Which process ensures that the new or changed services are better aligned with the customer's business operation?
Service Transition
Service Strategy
Continual Service Improvement
Service Design
Q: Which of the following is a cumulative body that is used to access, prioritize, and plan changes?
Compliance
Accreditation Body
Baseline
Change Advisory Board
Q: Who is responsible for authorizing a request for change as part of the change management process?
Supplier
Change authority
Customer
User
Q: Which of the following has the responsibility to filter, accept, and classify all Request For Change (RFC)?
Problem Manager
Change Manager
Incident Manager
Change Director
Q: Which of the following concepts is part of Change Management?
Emergency Release
Post Implementation Review
Work-group
Service Request
Q: Which of the following advises Change Management regarding the priorities of the RFCs?
Accreditation body
Change Advisory Board
Incident Manager
Problem Manager
Q: Which of the following is responsible for processing RFCs?
Change Management
Service Level Management
Configuration Management
Release Management
Q: Which of the following has the responsibility to ensure that the back-out plans are created?
Incident Management
Change Management
Problem Management
Capacity Management
Q: Which of the following processes governs Release Management?
Service Level Management
Problem Management
Change Management
Configuration Management
Q: Which process has the scope of covering changes to baseline service assets and configuration items across thecomplete service lifecycle?
Configuration management
Change Management
Service management
IT management
Q: Which process is the necessary means to realize, plan, and manage the new service?
Service Strategy
Service Design
Service Operation
Service Transition
Q: Which of the following processes governs each release via a request for change?
Incident Management process
Service Management process
Capacity Management process
Change Management process
Q: Which of these would be a reason to raise a change proposal for authorization?
If the change has been assessed by a supplier
If the change has a major cost impact on the business
If the change has been assessed as being technical
If the change has been raised by a user
Q: Which of these is not a recognized output document from the change management process?
Change schedule
Project service outage
Remediation plan
Configuration schedule
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
Q: Who should initially evaluate the category of a proposed change within an ITIL compliant Change Management process?
Change Implementer
Change Manager
Change Advisory Board
Change Requestor
Q: Which of these is a valid reason for closing a change record?
The change has been released.
The change has been authorized and implemented.
The change acceptance criteria have been met.
The release has been implemented.
Q: Which of the following is a formal communication seeking an alteration to one or more configuration items?
Change advisor
Change phase
Change plan
Change request
Q: What is the benefit of using a change model?
It allows the customer to bypass the normal change process.
It allows a change to be accepted into release more easily.
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.
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
Q: Which of the following is NOT a type of change?
Normal Change
Standard Change
Matrix Change
Emergency Change
Q: Which of these is part of the scope of IT change management?
Business strategic changes
Minor operational changes
IT service changes
Project changes
Q: Which of these is part of the scope of IT change management?
Business strategic changes
Minor operational changes
IT service changes
Project changes
Q: Which process ensures that standardized methods and procedures are used for efficient handling of all changes?
Risk management
Incident management
Change management
Request management
Q: Which of these statements is the best description of the purpose of the service transition lifecycle stage?
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.
Ensure services are measured and improved according to improvement guidelines.
Q: Which of these statements best reflects the purpose of change management?
To provide success strategies for the business
To deliver an accurate configuration management system
To deliver successful projects to operations
To provide controlled change
Q: Which of the following is defined as the major object or the entity that is used to instantiate a change?
Request for Change
Customer Request
Service Request
Urgent Change
Q: Who should carry out advance testing once a change has been built under an ITIL Change Management process?
Change Builder
Change Manager
Change Advisory Board
Independent tester
Q: Which of the following requests is used to replace something within the IT infrastructure?
Request for Release
Service Request
Replacement request
Request for change
Q: Which of the following statements about the Emergency Change Advisory Board (ECAB) is CORRECT?
It will be chaired by the IT Director.
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.
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, 2, 3, and 4
2, 4, and 5
1, 3, and 5
1, 2, 3, 4, and 5
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