Under an ITIL Change Management process, once a change has been built, who should undertake testing?

The data in the Configuration Management Database (CMDB) can only be modified after permission is granted to modify the infrastructure. Which process grants such permission?

What is the description of the term Confidentiality as part of the Security Management process?

Which of these is not part of Capacity Management?

Which of the ITIL processes is responsible for ensuring the organisation is aware of new and changing technology?

The Service Level Manager requires confirmation that the internal Service Desk can answer a certain percentage of calls within 10 seconds. In which document would the Service Desk’s agreement to this requirement be recorded?

Which of the following is NOT a Problem Management responsibility?

From which document can the Incident Management process obtain information about when and to whom it must escalate issues if required?

A serious incident has occurred. The assigned solution team is unable to resolve this incident within the agreed time. The Incident Manager is called in. Which form of escalation describes the above sequence of events?

A Configuration Management Database (CMDB) can contain different Configuration Items (CIs). Which of the items below would NOT normally be regarded as a CI?

Items of information stored in the CMDB relating to a specific CI are known as?