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ITIL v4: What is a standard change?

A change that needs to be scheduled, assessed, and authorized following a defined process A change that is typically implemented as a service request A high-risk change that needs approval A change that must be implemented as soon as possible A change that is typically...
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ITIL v4: Which is the best example of an emergency change?

The implementation of a planned new release of a software application A low-risk computer upgrade implemented as a service request The implementation of a security patch to a critical software application A scheduled major hardware and software implementation The implementation of a security patch to...
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ITIL v4: Why should service desk staff detect recurring issues?

To help identify problems To escalate incidents to the correct support team To ensure effective handling of service requests To engage the correct change authority To help identify problems Problem identification activities identify and log problems. These include detection of duplicate and recurring issues by...
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