Review the latest trends in ITSM and ITIL best practices

1. Successful ITIL project leaders often use a formalized communication plan known as Plan-Do-Check-Act. What is the first step in this process? Required Question

	Buying the ITIL books.
	Selecting a process methodology to use alongside ITIL.
	Having an executive speak with ITIL stakeholders.

2. According to George Spalding, a senior analyst at ITIL consultancy Pink Elephant, of people, processes and technologies, which is most important to an ITIL implementation? Required Question

	People
	Processes
	Technologies

3. How does Version 3 of ITIL differ from Version 2? Required Question

	It discusses different methodologies.
	It provides guidance on how to improve processes.
	It aims the discussion at larger organizations.

4. According to David Pultorak, IT consultant and founder of Pultorak & Associates Ltd. in Seattle, how can an organization do an ITSM implementation smart, but also on the cheap? Required Question

	Press vendors to be more innovative.
	Look for smaller publications with prescriptive feedback, rather than buy the complete ITIL v3 book set.
	Consider virtual instructor training, rather than larger, conference-style training sessions.
	All of the above.

5. How many levels of certification are there in Six Sigma training? Required Question

	1
	2
	3
	4

6. Why was the global standard ISO 20000 created? Required Question

	To replace an early version of ITIL.
	To provide a longer set of standards than ITIL.
	To define the more technical aspects of an IT Service Management system.

7. When do most companies implement service portfolio management (SPM)? Required Question

	Before implementing change, problem and incident management.
	After implementing ITIL, change, problem and incident management.


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