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ITIL (Information Technology Infrastructure Library)

Topics Covered

  • IT Service Continuity Plan
  • Service Desk
  • Release Management Process
  • Service Capacity Management
  • Configuration Management Plan
  • Problem Management
  • Capacity Management
  • IT Financial Management

Useful for hiring

  • Configuration Manager - ITIL
  • IT Infrastructure Manager - ITIL  
  • Incident Manager - ITIL 
  • ITIL Process Manager 

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Pedro Furtado, Altran,
Capacity Manager
Question

Service Desk staff need:

Note: There can be multiple correct answers to this question.

Answer
    • A good telephone manner

    • Some technical appreciation of the supported services

    • Awareness of the likely business impact of service incidents

    • None of the mentioned

Question

Which of the following can be OMITTED from an urgent software release in exceptional circumstances?

Answer
    • Undertaking full testing

    • Updating the CMDB

    • Incrementing the version number

    • Putting the amended version in the DSL

Question

A good Incident Management process will:

Answer
    • Ensure that error corrections are treated as urgent changes

    • Diagnose the underlying cause of incidents quickly

    • Restore normal service operation as quickly as possible following an incident

    • All of the mentioned

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