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Title: ITIL Practice Questions part 2. The three Service Provider business models?
Which of the following areas would not be supported by a Service Design tool?
- Process design

What are Request Models used for?
- Identifying frequently received user requests and defining how they should be handled

A Service Design Package should be produced for
- a new IT service, a major change to an IT service, and an IT service retiremen...
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Title: ITIL Practice Questions. example: BEST definition of a Configuration Item (CI)?
The group that authorizes changes that must be installed faster than the normal process is called the?
- Emergency CAB (ECAB)

The Best processes to automate are those that are:
- Simple and well understood

Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
- T...
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Title: ITIL - Continual Service Improvement Model (CSI Model) questions
Continual Service Improvement
Continual Service Improvement is the phase that binds all the other elements of the Service Lifecycle together and ensures that both the services and the capabilities for providing them continually improves and matures.

The Continual Service Improvement Model (CSI Model) provides the basis by which improvements are made to both services and ...
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Title: ITIL - Processes in the Service operation are:
Service Operational
The primary objective of Service Operation is to enable effectiveness and efficiency in delivery and support of IT services.

= Service Desk To support the agreed IT service provision by ensuring the accessibility and availability of the IT organization and by performing various supporting activities.


= Technical Management ...
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Title: ITIL - The 7 Rs of Change Management
When assessing Changes, it is important to have answers to the following seven questions:
1. Who RAISED the change?
2. What is the REASON for the change?
3. What is the RETURN required from the change?
4. What are the RISKS involved in the change?
5. What RESOURCES are required to deliver the change?
6. Who is RESPONSIBLE for the build, test and impleme...
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Title: ITIL - 5 Processes in the Service Transition
Service Transition
The primary objective of Service Transition is the development and improvement of capabilities for transitioning new and modified services into operation.

Processes in the Service Transition are:
1. Knowledge Management
2. Service Asset & Configuration Management
3. Change Management
4. Release & Deployment Managemen...
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Title: ITIL - Information Security Managements 4 perspectives
Information Security Management is to align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities.

Information Security Management must consider the following 4 perspectives:
1. Organizational Define security policies and staff awareness of these
2. Procedural Defined p...
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Title: ITIL - Capacity Management consists of 8 main activities
Capacity Management To ensure the current and future capacity and performance demands of the customer regarding IT service provision are delivered for in a cost-effective manner.
It is about finding the right balance between resources and capabilities, and demand.

Capacity Management consists of 8 main activities:
1. Performance Monitoring Measuring, monitor...
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Title: ITIL - Five major aspects of Service Design
Service Design
The Service Design phase is concerned predominantly with the design of IT Services, as well as processes, service management systems and tools, service solutions, technology architectures, and measurement systems.

Five major aspects of Service Design are:
1. Service Portfolio: Service Management systems and tools, especially the Service Portfolio for...
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Title: ITIL - Service Strategy, Service Package, Service Portfolio Management
Service Strategy
The primary objectives of Service Strategy are to:
- Design, develop and implement service management as a strategic asset and assisting growth of the organization.
- Develop the IT organization's capability to manage the costs and risks associated with their service portfolios
- Define the strategic objectives of the IT organization

A...
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