Which one of the following is the BEST description of a major incident?

A.

An incident which is so complex that it requires root cause analysis before a workaround
can be found

B.

An incident which requires a large number of people to resolve

C.

An incident logged by a senior manager

D.

An incident which has a high priority or a high impact on the business

In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

A.

Both of the above

B.

Neither of the above

C.

Option 1 only

D.

Option 2 only

Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A.

1, 2 and 3 only

B.

All of the above

C.

1 and 3 only

D.

2 and 4 only

Which process is responsible for controlling, recording and reporting on the relationships
between components of the IT infrastructure?

A.

Service level management

B.

Change management

C.

Incident management

D.

Service asset and configuration management

Which one of the following is the BEST definition of reliability?

A.

The availability of a service or component

B.

The level of risk that affects a service or process

C.

How long a service or configuration item (CI) can perform its function without failing

D.

How quickly a service or component can be restored to normal working order

Which stage of the service lifecycle is MOST concerned with defining policies and
objectives?

A.

Service design

B.

Service transition

C.

Continual service improvement

D.

Service operation

What is the BEST description of an operational level agreement (OLA)?

A.

An agreement between the service provider and another part of the same organization

B.

An agreement between the service provider and an external organization

C.

A document that describes to a customer how services will be operated on a day-to-day
basis

D.

A document that describes business services to operational staff

Which one of the following activities would be performed by access management?

A.

Providing physical security for staff at data centers and other buildings

B.

Managing access to computer rooms and other secure locations

C.

Managing access to the service desk

D.

Managing the rights to use a service or group of services

Which one of the following generates demand for services?

A.

Infrastructure trends

B.

Patterns of business activity (PBA)

C.

Cost of providing support

D.

Service level agreements (SLA)

Which one of the following is NOT a responsibility of the service transaction stage of the
service lifecycle?

A.

To ensure that a service managed and operated accordance with constraints specified
during design

B.

To design and develop capabilities for service management

C.

To provide good-quality knowledge and information about services

D.

To plan the resources required to manage a release