A 01 B

All calls to the Service Desk need to be logged and then progressed as either an Incident or a Service Request. In this case the ‘normal service operation’ has not been achieved, therefore this is an Incident.

A 02 D

Option D best reflects ITIL guidance. If the IT Capacity Plan is not prepared in time for the organisation’s budget rounds, there will be no funding available to acquire resources leading to potentially serious shortfalls in service provision. Option A: ITIL is NOT prescriptive and does not give a timetable that has to be followed. In this example the suggestion of an annual plan with quarterly reviews is potentially appropriate for some organisations. Option B is ...

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