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Which of the following is an objective of business relationship management?

A.

To identify patterns of business activity

B.

To ensure high levels of customer satisfaction

C.

To secure funding to manage the provision of services

D.

To ensure strategic plans for IT services exist

Which two elements of financial management for IT services are mandatory?

A.

Budgeting and charging

B.

Accounting and charging

C.

Budgeting and accounting

D.

Costing and charging

Which process is responsible for ensuring that appropriate testing takes place?

A.

Knowledge management

B.

Release and deployment management

C.

Service asset and configuration management

D.

Service level management

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

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

Which of the following identifies the purpose of service transition planning and support?

A.

Provide overall planning for service transitions and co-ordinate the resources they require

B.

Ensure that all service transitions are properly authorized

C.

Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

D.

To define testing scripts to ensure service transitions are unlikely to ever fail

Which of the following is NOT an objective of request fulfillment?

A.

To provide information to users about what services are available and how to request them

B.

To update the service catalogue with services that may be requested through the service desk

C.

To provide a channel for users to request and receive standard services

D.

To source and deliver the components of standard services that have been requested

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A.

Service transition planning and support

B.

Design coordination

C.

Service level management

D.

Change management

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

Which of the following would be examined by a major problem review?

1. Things that were done correctly

2. Things that were done incorrectly

3. How to prevent recurrence

4. What could be done better in the future

A.

1 only

B.

2 and 3 only

C.

1, 2 and 4 only

D.

All of the above

Which process is responsible for sourcing and delivering components of requested standard services?

A.

Request fulfilment

B.

Service portfolio management

C.

Service desk

D.

IT finance