Q1. Which of the following would commonly be found in a contract underpinning an IT service? 

1.

 Financial arrangements related to the contract 

2.

 Description of the goods or service provided 

3.

 Responsibilities and dependencies for both parties 

A. 1 and 2 only 

B. 1 and 3 only 

C. 2 and 3 only 

D. All of the above 

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Q2. Which of the following should be done when closing an incident? 

1. Check the incident categorization and correct it if necessary 

2. Check that the user is satisfied with the outcome 

A. 1 only 

B. Both of the above 

C. 2 only 

D. Neither of the above 

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Q3. What is a service delivered between two business units in the same organization known as? 

A. Strategic service 

B. Delivered service 

C. Internal service 

D. External service 

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Q4. 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 

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Q5. Which of the following is NOT an objective of service transition? 

A. To ensure that a service can be operated, managed and supported 

B. To provide training and certification in project management 

C. To provide quality knowledge and information about services and service assets 

D. To plan and manage the capacity and resource requirements to manage a release 

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Q6. What is the primary focus of business capacity 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 

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Q7. Which of the following should be considered when designing measurement systems, methods and metrics? 

1. The services 

2. The architectures 

3. The configuration items 

4. The processes 

A. 1, 2 and 3 only 

B. 1, 3 and 4 only 

C. 2, 3 and 4 only 

D. All of the above 

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Q8. Which of the following are types of service defined in ITIL? 

1.

 Core 

2.

 Enabling 

3.

 Special 

A. 1 and 3only 

B. All of the above 

C. 1 and 2 only 

D. 2 and 3 only 

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Q9. 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 

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Q10. Which one of the following do major incidents require? 

A. Separate procedures 

B. Less urgency 

C. Longer timescales 

D. Less documentation 

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