Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

A.

The forward schedule of change

B.

The service portfolio

C.

A configuration management database (CMDB)

D.

The service knowledge management system (SKMS)

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

A.

To ensure that a service can be managed and operated in 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

The experiences, ideas, insights and values of individuals are examples of which level of
understanding within knowledge management?

A.

Data

B.

Information

C.

Knowledge

D.

Governance

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

What guidance does ITIL give on the frequency of production of service reporting?

A.

Service reporting intervals must be defined and agreed with the customers

B.

Reporting intervals should be set by the service provider

C.

Reports should be produced weekly

D.

Service reporting intervals must be the same for all services

Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A.

Both of the above

B.

1 only

C.

Neither of the above

D.

2 only

Which process or function is responsible for monitoring activities and events in the IT
infrastructure?

A.

Service level management

B.

IT operations management

C.

Capacity management

D.

Incident management

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 process is responsible for discussing reports with customers showing whether
services have met their targets?

A.

Continual service improvement

B.

Change management

C.

Service level management

D.

Availability management

Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only