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Where should all master copies of controlled software and documentation be stored?

A.

In the definitive capacity library

B.

In the definitive media library

C.

In the definitive security library

D.

In the definitive production library

What is the primary focus of business capacity management?

A.

Management, control and prediction of the performance, utilization and capacity of individual elements of

IT technology

B.

Review of all capacity supplier agreements and underpinning contracts with supplier management

C.

Management, control and prediction of the end-to-end performance and capacity of the live, operational IT

services

D.

Future business requirements for IT services are quantified, designed, planned and implemented in a

timely fashion

What do customer perceptions and business outcomes help to define?

A.

The value of a service

B.

Service metrics

C.

The total cost of a service

D.

Key performance indicators (KPIs)

How should an organization include third-party suppliers in the continual improvement of services?

A.

Ensure suppliers include details of their approach to service improvement in contracts

B.

Require evidence that the supplier uses agile development methods

C.

Require evidence that the supplier implements all improvements using project management practices

D.

Ensure that all supplier problem management activities result in improvements

Which ITIL practice has the purpose to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels?

A.

Supplier management

B.

Change enablement

C.

Relationship management

D.

Service desk

What does ‘change enablement’ PRIMARILY focus on?

A.

Changes to service levels

B.

Changes to products and services

C.

Changes to organizational structure

D.

Changes to skills and competencies

What is the purpose of the ‘problem management’ practice?

A.

To protect the information needed by the organization to conduct its business

B.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

C.

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services

D.

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Which is a key requirement for a successful service level agreement (SLA)?

A.

Using individual metrics that relate to the service catalogue

B.

Using bundled metrics to relate performance to outcomes

C.

Using single-system-based metrics that relate to outputs

D.

Using an agreement between the service provider and service supplier

Which practice may involve the initiation of disaster recovery?

A.

Incident management

B.

Service request management

C.

Service level management

D.

IT asset management

Which dimension considers data security and privacy?

A.

Organizations and people

B.

Information and technology

C.

Partners and suppliers

D.

Value streams and processes