71.
Which of these may be a trigger for changes to service operation?
1. Changes driven by a business requirement
2. Process or procedure improvements
3. Enhancements to service management tools
4. Staff changes
5. Changes to required service levels
6. Changes to the method of service provision
1. Changes driven by a business requirement
2. Process or procedure improvements
3. Enhancements to service management tools
4. Staff changes
5. Changes to required service levels
6. Changes to the method of service provision
- A.1, 2, 3, and 4 only
- B.2, 4, and 6 only
- C.1, 2, 4, and 6 onlyt
- D.All of the above
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| The six items in the question are all triggers for operational change listed in ITIL Service Operation. |
72.
True or False? Service operation personnel should be involved during service design
and service transition to ensure that new components or service are correctly
designed, tested, and implemented.
- A.True
- B.False
- Answer & Explanation
- Report
Answer : [A]
Explanation :
Explanation :
| Service operation personnel should be involved in design and transition to ensure that the end result is supportable. |
73.
Which of these statements is/are correct about the management of change in service
operation?
1. A project management approach is appropriate for larger infrastructure changes.
2. Changes should be managed in accordance with ITIL best practice guidelines.
3. Project management should be adopted for all changes.
4. Project management disciplines are inappropriate for operational changes, which are always “business as usual.”
1. A project management approach is appropriate for larger infrastructure changes.
2. Changes should be managed in accordance with ITIL best practice guidelines.
3. Project management should be adopted for all changes.
4. Project management disciplines are inappropriate for operational changes, which are always “business as usual.”
- A.Statement 2 only
- B.Statements 2 and 3 only
- C.Statements 1 and 2 only
- D.Statements 2 and 4 only
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| ITIL and project management can be complementary; however, project management is not required for simple changes. Project management is useful where changes are large or complex. Not all operational changes are business as usual, and simple changes do not require project management. |
74.
Which of the following best describes when service operation staff should be involved
in the design and implementation stages?
- A.Early in the design and implementation stages to ensure that the design takes account of operational issues.
- B.Transition hands over design and implementation to service operation staff during the early life support stage; service operation staff are not involved until that point.
- C.Toward the end of the design and implementation stage to ensure that the schedule for implementation does not clash with other operational priorities.
- D.Throughout the design and implementation process.
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| Service operation staff need to be involved early in the process to ensure that the design takes into account operational issues, but their involvement is also needed later. Service operation staff need to be involved late in the process to ensure that the schedule for implementation does not clash with other operational priorities, but their involvement is also needed earlier. Therefore, staff involvement is necessary throughout the design and implementation process to ensure that all operational issues and possible impacts are dealt with. |
75.
Which of the following is a potential risk in service operation?
1. Known errors may be introduced into the live environment through changes.
2. Suppliers may fail to deliver what is required, thus impacting the service being delivered.
3. Competitors may provide the same service at a lower cost, making your service uncompetitive.
4. There may be a security breach, causing loss of confidence in the service provider.
1. Known errors may be introduced into the live environment through changes.
2. Suppliers may fail to deliver what is required, thus impacting the service being delivered.
3. Competitors may provide the same service at a lower cost, making your service uncompetitive.
4. There may be a security breach, causing loss of confidence in the service provider.
- A.2 only
- B.2 and 4 only
- C.1, 2, and 4 only
- D.All of the above
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| These are all risks and should be mitigated using ITIL best practice for change, supplier, service strategy, and information security. |
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