Access management is closely related to which other process?

A.

Capacity management only

B.

3rd line support

C.

Information security management

D.

Change management

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 one of the following do technology metrics measure?

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Which of the following are valid parts of the service portfolio?
1. Service pipeline
2. Service knowledge management system (SKMS)
3. Service catalogue

A.

1 and 2 only

B.

3 only

C.

1 and 3 only

D.

All of the above

Which one of the following would NOT be defined as part of every process?

A.

Roles

B.

Inputs and outputs

C.

Functions

D.

Metrics

Which of the following is not a service desk type recognized in the service operation
volume of ITIL?

A.

Local

B.

Centralized

C.

Outsourced

D.

Virtual

Which one of the following includes four stages called Plan, Do, Check and Act?

A.

The Deming Cycle

B.

The continual service improvement approach

C.

The seven-step improvement process

D.

The service lifecycle

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 continual service improvement (CSI) approach is BEST described by
the phrase 'Understand and agree on the priorities for improvement based on a deeper
development of the principles defined in the vision'?

A.

Where are we now?

B.

Where do we want to be?

C.

How do we get there?

D.

Did we get there?

The BEST description of an incident is:

A.

An unplanned disruption of service unless there is a backup to that 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 is impacted or not