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Which one of the following would NOT involve event management?

A.

Intrusion detection

B.

Recording and monitoring environmental conditions in the data centre

C.

Recording service desk staff absence

D.

Monitoring the status of configuration items

Which of the following is the BEST description of a service-based service level agreement (SLA)?

A.

The SLA covers one service, for all the customers of that service

B.

The SLA covers an individual customer group for all services they use

C.

An SLA that covers all customers for all services

D.

An SLA for a service with no customers

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

Which one of the following is NOT an objective of problem management?

A.

Minimizing the impact of incidents that cannot be prevented

B.

Preventing problems and resulting incidents from happening

C.

Eliminating recurring incidents

D.

Restoring normal service operation as quickly as possible

Which process is responsible for managing relationships with vendors?

A.

Change management

B.

Service portfolio management

C.

Supplier management

D.

Continual service improvement

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

A.

Informational, scheduled, normal

B.

Scheduled, unscheduled, emergency

C.

Informational, warning, exception

D.

Warning, reactive, proactive

Which one of the following is the BEST definition of reliability?

A.

The availability of a service or component

B.

The level of risk that affects a service or process

C.

How long a service or configuration item (CI) can perform its function without failing

D.

How quickly a service or component can be restored to normal working order

Which process would you MOST expect to be involved in the management of underpinning contracts?

A.

Change management

B.

Service catalogue management

C.

Supplier management

D.

Release and deployment management

Which statement about the service portfolio is TRUE?

A.

The service portfolio includes all services except those managed by third parties

B.

It is an integral part of the service catalogue

C.

It allows the organization unlimited resources when planning for new service deployments

D.

It represents all resources presently engaged or being released in various stages of the service lifecycle

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