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The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A.

Training in risk management for all staff and identification of risks

B.

Identification of risk, analysis and management of the exposure to risk

C.

Control of exposure to risk and investment of capital

D.

Training of all staff and investment of capital

Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A.

Do

B.

Perform

C.

Implement

D.

Measure

Within service design, what is the key output handed over to service transition?

A.

Measurement, methods and metrics

B.

Service design package

C.

Service portfolio design

D.

Process definitions

Which of these statements about resources and capabilities is CORRECT?

A.

Resources are types of service asset and capabilities are not

B.

Resources and capabilities are both types of service asset

C.

Capabilities are types of service asset and resources are not

D.

Neither capabilities nor resources are types of service asset

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A.

Configuration baseline

B.

Project baseline

C.

Change baseline

D.

Asset baseline

Which of the following are valid parts of the service portfolio?

1. Service pipeline

2. Service knowledge management system (SKMS)

3. Service catalogue

A.

1 and 2 only

B.

3 only

C.

1 and 3 only

D.

All of the above

Which one of the following includes four stages called Plan, Do, Check and Act?

A.

The Deming Cycle

B.

The continual service improvement approach

C.

The seven-step improvement process

D.

The service lifecycle

Check, Act and Plan are three of the stages of the Deming Cycle.

Which is the fourth?

A.

Do

B.

Perform

C.

Implement

D.

Measure

Which of the following is the correct definition of an outcome?

A.

The results specific to the clauses in a service level agreement (SLA)

B.

The result of carrying out an activity, following a process or delivering an IT service

C.

All the accumulated knowledge of the service provider

D.

All incidents reported to the service desk

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

1. Enabling

2. Core

3. Enhancing

4. Computer

A.

1, 3 and 4 only

B.

2, 3 and 4 only

C.

1, 2 and 4 only

D.

1, 2 and 3 only