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A Service Request is best defined as?
Every Incident not being a failure in the IT Infrastructure.
Every Incident that results in a failure in the IT Infrastructure.
Every Request for Infrastructure moves (e.g.. Office move)
Every Request for Information not pertaining to the IT Infrastructure.
Error Control is carried out by which ITIL discipline?
You are a Change Manager for a large company. On Friday evening Problem Management submit an urgent RFC. There's been a failure within the infrastructure of the production CRM System and a Change is required urgently to resume the Service. As time is very limited which of the following Change activities might you for go?
Service Support & Service Delivery are 2 of the 5 core books within ITIL. Which 3 of the following titles complete the core group ?
The Business Perspective
Planning to Implement Security Management
ICT Infrastructure Management
Some well known methods of Service Desk charging include: (Select 3)
Cost per Call
File store Usage
Time & Materials
Which of the following Incident Management responsibilities is the Service Desk responsible for?
Tracking & Communication
Of the following classifications, what are the 3 types of Technical models that should be considered when implementing a Service Desk?
Within the realm of Security what do the letters C.I.A stand for,