Question 1

Which one of the following is NOT part of the service design stage of the service lifecycle?

Options :

A : Designing and maintaining all necessary service transition packages

B : Producing quality, secure and resilient designs for new or improved services

C : Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D : Measuring the effectiveness and efficiency of service design and the supporting processes

Answer: A

Question 2

Which of the following activities would be performed by a process manager?

1. Monitoring and reporting on process performance

2. Identifying improvement opportunities

3. Appointing people to required roles

Options :

A : All of the above

B :

1 and 3 only

C : 1 and 2 only

D : 2 and 3 only

Answer: A

Question 3

Which ITIL process is used to restore normal service operation as quickly as possible?

Options :

A : Service level management

B : Incident management

C : Problem management

D : Availability management

Answer: B

Question 4

Which one of the following does service metrics measure?

Options :

A : Functions

B : Maturity and cost

C : The end-to-end service

D : Infrastructure availability

Answer: C

Question 5

What are the categories of events described in the ITIL service operation book?

Options :

A : Informational, scheduled, normal

B : Scheduled, unscheduled, emergency

C : Informational, warning, exception

D : Warning, reactive, proactive

Answer: C