Which of the following is the BEST reason for categorizing incidents?

A known error has been created after diagnosis of a problem was complete but before a
workaround has been found. Is this a valid approach?

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
customers successful 2. Enabling the service provider to respond quickly and effectively to
changes in the business environment 3. Support the creation of a portfolio of quantified
services

Which of the following would be examined by a major problem review? 1. Things that were

done correctly 2. Things that were done incorrectly 3. How to prevent recurrence 4. What
could be done better in the future

Which one of the following is the BEST description of a relationship in service asset and
configuration management?

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