Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership
(TCO) of a service can be minimized if all aspects of the service, the processes and the
technology are considered during development?

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

A Service Design Package should 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 BEST describes a Problem?

A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training

Contracts are used to define:

In the phrase “People, Processes, Products and Partners”. Products refers to:

Service Transition contains detailed descriptions of which processes?

Implementation of ITIL Service Management requires preparing and planning the effective and
efficient use of:

Which of the following is the BEST definition of an Event?