A Service design package (SDP) would normally be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An emergency change to an IT service
4. An IT service retirement

Which of the following are benefits to the business of implementing service transition?
1. Better reuse and sharing of assets across projects and resources

2. Reduced cost to design new services
3. Result in higher volume of successful changes

Which of the following processes are performed by the service desk?
1. Capacity management
2. Request fulfillment
3. Demand management
4. Incident management

Remediation planning is BEST described in which of the following ways?

Which statement BEST represents the guidance on incident logging?

Which problem management activity ensures that a problem can be easily tracked and
management information can be obtained?

Which process is responsible for eliminating recurring incidents and minimizing the impact of
incidents that cannot be prevented?

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

Which of the following is the BEST description of a centralized service desk?

Which of the following would be most useful in helping to implement a workaround as quickly as
possible?