Which is a supplier category?
A. Technical
B. Commodity
C. Customer
D. Resource
Which is an example of an internal customer?
A. A customer who has a contract with an internet service provider for a broadband connection
B. The HR department whose payroll service is provided by their organization's IT department
C. An IT department that uses a network service obtained from a supplier
D. A retail bank that outsources its infrastructure to athird-party supplier
Which process works with change management to ensure only authorized components are used?
A. Knowledge management
B. Service portfolio management
C. Service asset and configuration management
D. Financial management for IT services
Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?
A. Service portfolio management
B. Service level management
C. Service catalogue management
D. Service capacity management
What should the IT service continuity process primarily support?
A. Critical IT processes
B. All the services in the service portfolio
C. Business continuity strategy
D. Mission critical services at peak business periods
Which ITIL process is used to restore normal service operation as quickly as possible?
A. Service level management
B. Incident management
C. Problem management
D. Availability management
Which statement about Business Cases is TRUE?
A. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service
B. Business Cases should focus on only the financial impacts of the proposed project to secure support and funding
C. Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support
D. Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets
Which is the CORRECT description of an outcome?
A. The result of carrying out an activity, following a process, or delivering an IT service
B. The inputs that trigger an action for an activity, process or IT service
C. The prediction of the future demand requirements for an activity, process or IT service
D. The design and development of the activities that make up a process or IT service
Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?
A. Technology, customer, user
B. Corporate, customer, service
C. Corporate, customer, technology
D. Service, user, IT
What BEST describes the purpose of analyzing risk?
A. To assess impact and urgency
B. To assess impact and probability
C. To review remediation planning
D. To review transition planning
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