Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect
effect on [?].
Which is a financially valuable component that can contribute to the delivery of a service?
Which practice updates information relating to symptoms and business impact?
Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
Which step of the 'continual improvement model' defines measurable targets?