Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

Which one of the following is NOT an objective of problem management?

Which of the following statements about service asset and configuration management is/are
CORRECT?
1. A configuration item (CI) can exits as part of any numbers other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert.

Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

In which of the following should details of a workaround be documented?

Which one of the following is NOT a characteristic of a process?

Which one of the following is NOT a responsibility of the service transaction stage of the service
lifecycle?

Which of the following BEST describes technical management?

Which of the following is not a service desk type recognized in the service operation volume of
ITIL?