Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed
and documented standard?

In which document would you expect to see an overview of actual service achievements against targets?

What are underpinning contracts used to document?

Which of the following is service transition planning and support NOT responsible for?

Which of the following is the best definition of IT service management?

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

Which one of the following is concerned with policy and direction?

A process owner is responsible for which of the following?1. Defining the process strategy
2. Assisting with process design
3. Improving the process
4. Performing all activities involved in a process

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

Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their
customer’s successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages