What are underpinning contracts used to document?

A.

The provision of IT services or business services by a service provider

B.

The provision of goods and services by third party suppliers

C.

Service levels that have been agreed between the internal service provider and their
customer

D.

Metrics and critical success factors (CSFs) for internal support teams

Which process is responsible for sourcing and delivering components of requested
standard services?

A.

Request fulfilment

B.

Service portfolio management

C.

Service desk

D.

IT finance

Where would you expect incident resolution targets to be documented?

A.

A service level agreement (SLA)

B.

A request for change (RFC)

C.

The service portfolio

D.

A service description

Which of the following is service transition planning and support NOT responsible for?

A.

Prioritizing conflicts for service transition resources

B.

Coordinating the efforts required to manage multiple simultaneous transitions

C.

Maintaining policies, standards and models for service transition activities and
processes

D.

Detailed planning of the build and test of individual changes

How many people should be accountable for a process as defined in the RACI model?

A.

As many as necessary to complete the activity

B.

Only one - the process owner

C.

Two - the process owner and the process enactor

D.

Only one - the process architect

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will
make their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the
business environment
3. Reduction in the duration and frequency of service outages

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Which of the following is the best definition of service management?

A.

The ability to keep services highly available to meet the business needs

B.

A set of specialized organizational capabilities for providing value to customers in the
form of services

C.

A complete set of all the documentation required to deliver world class services to
customers

D.

An internationally recognized methodology to provide valuable services to customers

A process owner is responsible for which of the following?
1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

A.

2, 3 and 4 only

B.

All of the above

C.

1, 2 and 3 only

D.

1, 2 and 4 only

What are the categories of event described in the ITIL service operation book?

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

Which of the following availability management activities is/are considered to be proactive
as opposed to reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution

A.

None of the above

B.

Both of the above

C.

1 only

D.

2 only