Which of the following sentences BEST describes a Standard Change?

1. A. A change to the service provider's established policies and guidelines
2. B. A pre-authorized change that has an accepted and established procedure
3. C. A change that is made as the result of an audit
4. D. A change that correctly follows the required change process

Correct Answer: B

What are the publications that provide guidance specific to industry sectors and organization types known as?

1. A. The Service Strategy and Service Transition books
2. B. The ITIL Complementary Guidance
3. C. The Service Support and Service Delivery books
4. D. Pocket Guides

Correct Answer: B

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

1. A. Configuration baseline
2. B. Project baseline
3. C. Change baseline
4. D. Asset baseline

Correct Answer: A

Who is responsible for defining metrics for change management?

1. A. The change management process owner
2. B. The change advisory board (CAB)
3. C. The service owner
4. D. The continual service improvement manager

Correct Answer: A

In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

1. A. Only manage Incidents effectively through 1st and 2nd line
2. B. Only manage Incidents effectively through the 1st line
3. C. Only manage Incidents effectively at the 3rd line
4. D. Manage Incidents effectively through 1st, 2nd and 3rd line

Correct Answer: D