Service transition contains detailed descriptions of which processes?

A.

Change management, service asset and configuration management, release and
deployment management

B.

Change management, capacity management event management, service request
management

C.

Service level management, service portfolio management, service asset and
configuration management

D.

Service asset and configuration management, release and deployment management,
request fulfillment

Which of the following options is a hierarchy that is used in knowledge management?

A.

Wisdom - Information - Data - Knowledge

B.

Data - Information - Knowledge - Wisdom

C.

Knowledge - Wisdom - Information - Data

D.

Information - Data - Knowledge - Wisdom

In which core ITIL publication can you find detailed descriptions of service catalogue
management, information security management, and supplier management?

A.

Service strategy

B.

Service design

C.

Service transition

D.

Service operation

Which of the following identifies the purpose of design coordination?

A.

Provide a single point of control for all activities and processes within the service design
stage of the lifecycle

B.

Ensuring all service designs have availability designed into them

C.

Designing of all the links between every service design process and all other processes
in the service lifecycle

D.

Control of all supplier relationships from design right through to the production
environment

Which one of the following do major incidents require?

A.

Separate procedures

B.

Less urgency

C.

Longer timescales

D.

Less documentation

Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management

A.

All of the above

B.

3 and 4 only

C.

2 and 4 only

D.

2 only

Which process is responsible for recording the current details, status, interfaces and
dependencies of all services that are being run or being prepared to run in the live
environment?

A.

Service level management

B.

Service catalogue management

C.

Demand management

D.

Service transition

Understanding what to measure and why it is being measured are key contributors to which
part of the Service Lifecycle?

A.

Service Strategy

B.

Continual Service Improvement

C.

Service Operation

D.

Service Design

Which of the following service desk organizational structures are described in service
operation?
1. Local service desk
2. Virtual service desk
3. IT help desk
4. Follow the sun

A.

1, 2 and 4 only

B.

2, 3 and 4 only

C.

1, 3 and 4 only

D.

1, 2 and 3 only

Which of the following identify 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 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 following is service transition planning and support NOT responsible for?

A.

Prioritizing conflicts for service transition resources

B.

Coordinating the efforts required to manage multiple simultaneous transitions

C.

Maintaining policies, standards and models for service transition activities and
processes

D.

Detailed planning of the build and test of individual changes