Which process is responsible for controlling, recording and reporting on the relationships between
components of the IT infrastructure?

Which one of the following is NOT a valid purpose or objective of problem management?

Which one of the following activities is NOT part of the Deming Cycle?

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)?