Which one of the following can help determine the level of impact of a problem?

A.

Definitive media library (DML)

B.

Configuration management system (CMS)

C.

Statement of requirements (SOR)

D.

Standard operating procedures (SOP)

Which of the following are objectivesof service level management?
1: Defining, documenting and agreeing the level of IT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4: Identifyingpossible future markets that the service provider could operate in

A.

1, 2 and 3 only

B.

1 and 2 only

C.

1, 2 and 4 only

D.

All of the above

Which of these should a change model include?
1. The steps that should be taken to handle thechange
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A.

1,2 and 3 only

B.

All of the above

C.

1 and 3 only

D.

2 and 4 only

Which of the following statements BEST describes the aims of release and deployment management?

A.

To build, test and deliver the capability to provide the services specified by service design

B.

To ensure that each release package specified by service design consists of a set of related assets and
service components

C.

To ensure that all changes can be tracked, tested and verified if appropriate

D.

To record and manage deviations, risks and issues related to the new or changed service

Which of the followingidentify the purpose of business relationship management?

1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

A.

Both of the above

B.

1 only

C.

2 only

D.

Neither of the above

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 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

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

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

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A.

What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

B.

The change authorization board

C.

The change advisory board

D.

The change implementer

E.

The change manager

The 'multi-level SLA' is a three-layer structure.Which one of the following layers is NOT part of this type of SLA?

A.

Customer level

B.

Service level

C.

Corporate level

D.

Configuration level

Which two processes will contribute MOST to enabling effective problem detection?

A.

Incident and financial management

B.

Change and release and deployment management

C.

Incident and event management

D.

Knowledge and service level management