Which one of the following is NOT an aim of the change management process?

Which of the following is an objective/are objectives of the service strategy stage of the service
lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

In which of the following areas would ITIL complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

What do customer perceptions and business outcomes help to define?

Which one of the following would be the MOST useful in helping to define roles and
responsibilities in an organizational structure?

Which one of the following do technology metrics measure?

Which one of the following is the BEST description of a service-based service level agreement
(SLA)?

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

Which one of the following activities would be performed by access management?

Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?