Q1. 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) 

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Q2. Which process would you MOST expect to be involved in the management of underpinning contracts? 

A. Change management 

B. Service catalogue management 

C. Supplier management 

D. Release and deployment management 

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Q3. Which of the following provide value to the business from service strategy? 

1.

 Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 

2.

 Enabling the service provider to respond quickly and effectively to changes in the business environment 

3.

 Support the creation of a portfolio of quantified services 

A. All of the above 

B. 1 and 3 only 

C. 1 and 2 only 

D. 2 and 3 only 

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Q4. Which process is responsible for low risk, frequently occurring, low cost changes? 

A. Demand management 

B. Incident management 

C. Release and deployment management 

D. Request fulfillment 

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Q5. 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 

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Q6. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"? 

A. Profit 

B. Preparation 

C. Products 

D. Potential 

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Q7. Which one of the following is the BEST description of a major incident? 

A. An incident which is so complex that it requires root cause analysis before a workaround can be found 

B. An incident which requires a large number of people to resolve 

C. An incident logged by a senior manager 

D. An incident which has a high priority or a high impact on the business 

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Q8. Which one of the following is concerned with policy and direction? 

A. Capacity management 

B. Governance 

C. Service design 

D. Service level management 

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Q9. 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 

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Q10. Which one of the following is an objective of service catalogue management? 

A. Negotiating and agreeing service level agreement 

B. Negotiating and agreeing operational level agreements 

C. Ensuring that the service catalogue is made available to those approved to access it 

D. Only ensuring that adequate technical resources are available 

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