Which of the following statements about service asset and configuration management
is/are CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes
to exert.

A.

1 only

B.

2 only

C.

Both of the above

D.

Neither of the above

In which of the following should details of a workaround be documented?

A.

The service level agreement (SLA)

B.

The problem record

C.

The availability management information system

D.

The IT service plan

Which of the following BEST describes technical management?

A.

A function responsibilities for facilities management and building control systems

B.

A function that provides hardware repair services for technology involved in the delivery
of service to customers

C.

Senior managers responsibilities for all staff within the technical support function

D.

A function that includes providing technical expertise and overall management of the IT
infrastructure

In which core ITIL publication can you find detailed descriptions of service catalogue
management, information security management, and supplier management?

A.

Service strategy

B.

Service design

C.

Service transition

D.

Service operation

Which one of the following is the BEST description of the purpose of the service operation
stage of the service lifecycle?

A.

To decide how IT will engage with suppliers during the service lifecycle

B.

To proactively prevent all outages to IT services

C.

To design and build processes which will meet business needs

D.

To deliver and manage IT services at agreed levels to business users and customers

Which one of the following statements is CORRECT?

A.

The configuration management system is part of the known error database

B.

The service knowledge management system is part of the configuration management
system

C.

The configuration management system is part of the service knowledge management
system

D.

The configuration management system is part of the configuration management
database

Implementation of ITIL service management requires the preparation and planning of the
effective and efficient use of "the four Ps." What are these four Ps?

A.

People, process, partners, performance

B.

Performance, process, products, problems

C.

People, process, products, partners

D.

People, products, perspective, partners

Which of the following should NOT be a concern of Risk Management?

A.

To ensure that the organization can continue to operate in the event of a major
disruption or disaster

B.

To ensure that the workplace is a safe environment for its employees and customers

C.

To ensure that the organization can continue to operate in the event of a major
To ensure that the organization assets, such as information, facilities and building are
protected from threats, damage or loss

D.

To ensure only the change requests with mitigated risks are approved for
implementation

Which one of the following is the BEST description of a service request?

A.

A request from a user for information, advice or for a standard change

B.

Anything that the customer wants and is prepared to pay for

C.

Any request or demand that is entered by a user via a self-help web-based interface

D.

Any request for change (RFC) that is low-risk and which can be approved by the change
manager without a change advisory board (CAB) meeting

Which of the following activities is be performed by access management?

A.

Providing physical security for staff 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