Design, Transition, Control and Resolution: Design & Transition of New or Changed Services
About the Lecture
The lecture Design, Transition, Control and Resolution: Design & Transition of New or Changed Services by IT Training Zone is from the course ITIL® Service Management according to ISO/IEC 20000. It contains the following chapters:
- Introduction
- Design and transition
- Resolution processes
- General requirements
- Design services
- Exercise – design & transition
Included Quiz Questions
What is the objective of the design and transition processes?
- Ensure new or changed services will be implemented according to the agreed cost and quality
- Ensure all changes are assessed and implemented in a controlled manner
- Ensure all CIs are accurately maintained
- Restore agreed service to the business as soon as possible
What is the objective of the change management process?
- Ensure all changes are assessed and implemented in a controlled manner
- Ensure all CIs are accurately maintained
- Ensure new or changed services will be implemented according to the agreed cost and quality
- Restore agreed service to the business as soon as possible
“Deliver, distribute, and track one or more changes in a release into the live environment” is the objective of which process?
- Release and deployment management
- Incident management
- Change management
- Problem management
Which of these are key objectives for the problem management process?
- Neither
- Track and monitor accurate information on CIs
- Ensure changes are assessed and implemented in a controlled manner
What is the objective of the incident management process?
- Restore agreed service to the business as soon as possiblev
- Ensure all CIs are accurately maintained
- Ensure all changes are assessed and implemented in a controlled manner
- Ensure new or changed services will be implemented according to the agreed cost and quality
Which of these will NOT be handled by the design and transition processes?
- A change to a CI that does not have a major impact to service
- A complete refurbishment of the infrastructure
- A major implementation of new software
- A significant new service
Design and transition plans shall be agreed between…?
- Service provider, customers and stakeholders
- Only suppliers
- Only service providers
- Customers and suppliers
Ensuring new or changed services are tested before deployment is the concern of which processes?
- Transition of new or changed services
- Design coordination
- Design planning
- Change management
Which of these are key elements of designing new or changed services?
- Authorities and responsibilities for new or changed services
- Release and deployment process
- Neither
Which of these shall be included in the design of new or changed services?
- Finances, new or changed technology
- Restore agreed service to the business as soon as possible
- Business changes
- Root cause analysis
Author of lecture Design, Transition, Control and Resolution: Design & Transition of New or Changed Services
IT Training Zone
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