Match the following activities with the Deming Cycle stages
1. Monitor, Measure and Review
2. Continual Improvement
3. Implement Initiatives
4. Plan for Improvement

A Know Error has been raised after diagnosis of a Problem was complete but before a workaround
has been found. Is this a valid approach?

Which of the following is NOT a Service Desk type recognized in the Service Operation volume of
ITIL?

Which of the following is NOT a responsibility of service transition?

Service Design emphasises the importance of the “Four Ps”. These “Four P’s” include Partners,
People, Processes and one other “P”. Which of the following is the additional “P”?

Which stage of the Continual Service Improvement (CSI) model is BEST described by the phrase
‘Understand and agree on the priorities for improvement based on a deeper development of the
principles defined in the vision’?

Which of the following does the Availability Management process include?
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability
goals

In which of the following situations should a Problem Record be created?

Understanding the level of risk during and after change and providing confidence in the degree of
compliance with governance requirements during change are both ways of adding business value
through which part of the service lifecycle?

Which of the following defines the level of protection in Information Security Management?