The effective management of risk requires specific types of action. Which of the following
pairs of actions would be BEST to manage risk?

Which of the following is an enabler of best practice?

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

Which of the following is NOT one of the five individual aspects of service design?

Where would you expect incident resolution targets to be documented?

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

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

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

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

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