Which one of the following is NOT an objective of problem management?

A.

Minimizing the impact of incidents that cannot be prevented

B.

Preventing problems and resulting incidents from happening

C.

Eliminating recurring incidents

D.

Restoring normal service operation as quickly as possible

Which of the following is the correct definition of an outcome?

A.

The results specific to the clauses in a service level agreement (SLA)

B.

The result of carrying out an activity, following a process or delivering an IT service

C.

All the accumulated knowledge of the service provider

D.

All incidents reported to the service desk

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

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

Which process is responsible for eliminating recurring incidents and minimizing the impact
of incidents that cannot be prevented?

A.

Service level management

B.

Problem management

C.

Change management

D.

Event management

When can a known error record be raised?
1. At any time it would be useful to do so
2. After a workaround has been found

A.

2 only

B.

1 only

C.

Neither of the above

D.

Both of the above

Consider the following list:
1. Change authority
2. Change manager
3. Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A.

Job descriptions

B.

Functions

C.

Teams

D.

Roles, people or groups

Which of the following is NOT a valid objective of problem management?

A.

To prevent problems and their resultant Incidents

B.

To manage problems throughout their lifecycle

C.

To restore service to a user

D.

To eliminate recurring incidents

Which process is responsible for dealing with complaints, comments, and general enquiries
from users?

A.

Service level management

B.

Service portfolio management

C.

Request fulfilment

D.

Demand management

A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement

A.

2, 3 and 4 only

B.

1, 2 and 4 only

C.

None of the above

D.

All of the above

Which reason describes why ITIL is so successful?

A.

The five ITIL volumes are concise

B.

It is not tied to any particular vendor platform

C.

It tells service providers exactly how to be successful

D.

It is designed to be used to manage projects