Which of the following would be used to communicate a high level description of a major change that
involved significant cost and risk to the organization?

A.

Change proposal

B.

Change policy

C.

Service request

D.

Risk register

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A.

Configuration baseline

B.

Project baseline

C.

Change baseline

D.

Asset baseline

Which one of the following is the BEST description of a service level agreement (SLA)?

A.

The part of a contract that specifies the responsibilities of each party

B.

An agreement between the service provider and an internal organization

C.

An agreement between a service provider and an external supplier

D.

An agreement between the service provider and their customer

Which one of the following activities is NOT part of the Deming Cycle?

A.

Act

B.

Plan

C.

Do

D.

Co-ordinate

Which one of the following is the BEST definition of an event?

A.

Any change of state that has significance for the management of a configuration item (CI) or IT service

B.

An unplanned interruption to an IT service or a reduction in the quality of an IT service

C.

The unknown cause of one or more incidents that have an impact on an IT service

D.

Reducing or eliminating the cause of an incident or problem

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A.

Do

B.

Perform

C.

Implement

D.

Measure

Which one of the following is it the responsibility of supplier management to negotiate and agree?

A.

Service level agreements (SLAs)

B.

Third-party contracts

C.

The service portfolio

D.

Operational level agreements(OLAs)

Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

A.

1,3 and 4 only

B.

2, 3 and 4 only

C.

1, 2 and 4 only

D.

1, 2 and 3 only

From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A.

User

B.

Customer

C.

Supplier

D.

Administrator

The BEST description of an incident is:

A.

An unplanned disruption of service unless there is a backup tothat service

B.

An unplanned interruption to service or a reduction in the quality of service

C.

Any disruption to service whether planned or unplanned

D.

Any disruption to service that is reported to the service desk, regardless of whether the service
isimpacted or not