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
Which of the following are types of service defined in ITIL?
A. 1, 3 and 4 only
B. 2, 3 and 4 only
C. 1, 2 and 4 only
D. 1, 2 and 3 only
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 one of the following is NOT a characteristic of a process?
A. It is measureable
B. It delivers specific results
C. It responds to specific events
D. It structure an organization
Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
A. To ensure that a service managed and operated 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
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
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
What is the primary focus of the business management?
A. Management, control and prediction of the performance, utilization and capacity of individual
elements of IT technology
B. Review of all capacity supplier agreements and underpinning contracts with supplier management
C. Management, control and prediction of the end-to-end performance and capacity of the live,
operational IT services
D. Future business requirements for IT services are quantified, designed, planned and implemented
in a timely fashion
Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
A. Change management
B. IT service continuity management
C. Financial management for IT services
D. Service catalog management
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
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