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ITIL EXAM TESTS V3 & V4
Reliability is a part of which ITIL process? Which ITIL process includes drawing up a recovery plan? In order to resolve a service failure, a change must be made to the software. Which ITIL process must grant approval for implementing this change? Which ITIL process or function is responsible for reporting incidents to maintenance contractors? What is another name for a deviation to the standard operation of a service? Which of the following is a benefit of using ITIL?
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Monitoring and reporting on process performance 2. Identifying improvement opportunities 3. Appointing people to required roles A. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a single function A. Check the incident categorization and correct it if necessary 2.
It is a set of core volumes that detail a framework of best practices for IT service management, with the emphasis on aligning IT services with the needs of any given business. A: The v2 library is organized into a series of seven core books, whereas v3 contains five. In addition, ITIL v3 does a better job in clearly defining responsibilities and roles for each process. A: A change request is a formal proposal to alter a particular product or system, while a service request is formally submitted by a user, and is a request for IT service access, the changing of a standard, or information or advice. Service requests include things like access to the cloud or requiring a new laptop or printer.