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 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 of the following statements about processes is INCORRECT?

A. They are units of organizations

B. They are measurable

C. They deliver specific results

D. They respond to specific events

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

Which capacity management sub-process focuses on the management, control and prediction of the endto-end performance?

A. Business capacity management

B. Supplier capacity management

C. Service capacity management

D. Component capacity management

Which Function would provide staff to monitor events in a Network Operations Centre?

A. IT Operations Management

B. Applications Management

C. Service Desk

D. Technical Management

What are the publications that provide guidance specific to industry sectors and organization types known as?

A. The Service Strategy and Service Transition books

B. The ITIL Complementary Guidance

C. The Service Support and Service Delivery books

D. Pocket Guides

IT Service Continuity strategy should be based on:

(1)

Design of the service technology

(2)

Business continuity strategy

(3)

Business Impact Analysis

(4)

Risk assessment

A.

1, 2 and 4 only

B.

1, 2 and 3 only

C.

2, 3 and 4 only

D.

1, 3 and 4 only

Why is ITIL successful?

A. It always guarantees cost savings

B. Its practices are applicable to any IT organization

C. It makes technology architecture easy to design

D. It can be fully implemented in 30 days

What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A. A standard change

B. An emergency change

C. An internal change

D. A normal change