Review Questions

You can find the answers in Appendix A.

1. Which of these statements is the best description of the purpose of the service transition lifecycle stage?

A. Ensure services agreed on and designed in strategy and design are delivered effectively into operation.

B. Ensure services are designed to meet business expectations.

C. Ensure services are operated according to service level agreements.

D. Ensure services are measured and improved according to improvement guidelines.

2. Which of these is a recognized “business benefit” or “value statement” for the service transition lifecycle stage?

1. Deliver changes to services with a consistent approach
2. Manage the business strategic plans
3. Control the assets of the infrastructure
4. Improve business strategy through service transformation
5. Provide increased confidence in the success of changes

A. 1, 2, 3, and 4

B. 2, 4, and 5

C. 1, 3, and 5

D. 1, 2, 3, 4, and 5

3. Which of these statements best reflects the purpose of change management?

A. To deliver successful projects to operations

B. To provide controlled change

C. To provide success strategies for the business

D. To deliver an accurate configuration management system

4. Which of these is part of the scope of IT change management?

A. Business strategic changes

B. Minor operational changes

C. IT service changes

D. Project changes

5. What is the benefit of using a change model?

A. It allows a change to be accepted into release more easily.

B. It allows the customer to bypass the normal change process.

C. It allows project teams to use the change process for project changes.

D. It allows predefined steps to be used when handling similar types of change.

6. Which of these statements represent acceptable criteria for defining a standard change?

1. The risk associated to the change is low or clearly understood.
2. The change follows a defined procedure or predefined steps.
3. The change can be completed within 24 hours of being requested.
4. The change can be traced to a predefined trigger.
5. The change delivers its results to IT service providers only.

A. 1, 3, and 5

B. 1, 2, and 4

C. 2, 3, and 4

D. 1, 2, 3, 4, and 5

7. Which of these would be a reason to raise a change proposal for authorization?

A. If the change has a major cost impact on the business

B. If the change has been assessed as being technical

C. If the change has been raised by a user

D. If the change has been assessed by a supplier

8. Which of these is not a recognized output document from the change management process?

A. Change schedule

B. Project service outage

C. Remediation plan

D. Configuration schedule

9. Who is responsible for authorizing a request for change as part of the change management process?

A. Change authority

B. Customer

C. User

D. Supplier

10. Which of these is a valid reason for closing a change record?

A. The release has been implemented.

B. The change acceptance criteria have been met.

C. The change has been authorized and implemented.

D. The change has been released.

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