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 part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
A. The ITIL Complementary Guidance
B. The Service Support book
C. Pocket Guides D. The Service Strategy book
Which of the following statements is CORRECT?
A. The Configuration Management System is part of the Known Error Data Base
B. The Service Knowledge Management System is part of the Configuration Management System
C. The Configuration Management System is part of the Service Knowledge Management system
D. The Configuration Management System is part of the Configuration Management Database
With which process is Problem Management likely to share categorization and impact coding systems?
A. Incident Management
B. Service Asset and Configuration Management
C. Capacity Management
D. IT Service Continuity
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational Level Agreement (OLA)
B. Capacity Plan
C. Service Level Agreement (SLA)
D. SLA Monitoring Chart (SLAM)
Service Design emphasises the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?
A. People, Products, Partners, Profit
B. People, Process, Products, Partners
C. Potential, Preparation, Performance, Profit
D. People, Potential, Products, Performance
Which of the following should be considered when designing measurement systems, methods and metrics?:
1.
The services
2.
The architectures
3.
The configuration items
4.
The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Customer perceptions and business outcomes help to define what?
A. The value of a service
B. Customer satisfaction
C. Total Cost of Ownership (TCO)
D. Key Performance Indicators (KPIs)
Which process contains the Business, Service and Component sub-processes?
A. Capacity Management
B. Incident Management
C. Service Level Management
D. Financial Management
The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?
A. Negotiating and agreeing Service Level Agreement
B. Negotiating and agreeing Operational Level Agreements
C. Ensuring that the information within the Service Catalogue is adequately protected and backed- up.
D. Only ensure that adequate technical resources are available.
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