Which statement about the emergency change advisory board (ECAB) is CORRECT?

• A.The ECAB considers every high priority request for change
• B.The ECAB will be used for emergency changes where there may not be time to call a full CAB
• C.The ECAB will be chaired by the IT director
• D.Amongst the duties of the ECAB is the review of completed emergency changes

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What guidance does ITIL give on the frequency of production of service reporting?

• A.Reports should be produced weekly
• B.Service reporting intervals must be defined and agreed with the customers
• C.Service reporting intervals must be the same for all services
• D.Reporting intervals should be set by the service provider

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Which one of the following is the BEST definition of an event?

• A.Reducing or eliminating the cause of an incident or problem
• B.Any change of state that has significance for the management of a configuration item (CI) or IT service
• C.The unknown cause of one or more incidents that have an impact on an IT service
• D.An unplanned interruption to an IT service or a reduction in the quality of an IT service

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Which one of the following is the purpose of service level management?

• A.To ensure that sufficient capacity is provided to deliver the agreed performance of services
• B.To create and populate a service catalogue
• C.To ensure that an agreed level of IT service is provided for all current IT services
• D.To carry out the service operations activities needed to support current IT services

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Which of the following BEST describes technical management?

• A.Senior managers responsible for all staff within the technical support function
• B.A function that includes providing technical expertise and overall management of the IT infrastructure
• C.A function responsible for facilities management and building control systems
• D.A function that provides hardware repair services for technology involved in the delivery of service to customers

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