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?

In which two service Management processes would you be most likely to use a risk analysis and management methodology?

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

Which of the following details must be recorded for every CI in the CMDB?

Which process is responsible for ensuring that the CMDB has been updated correctly?