Which of the following statements about processes is INCORRECT?

Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities

The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service
requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs
of the business

Which Problem Management activity helps to ensure that the true nature of the problem can be
easily traced and meaningful management information can be obtained?

Which of the following might be used to manage an Incident?
1. Incident Model
2. Known Error Record

Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

Effective Service Transition can significantly improve a service provider’s ability to handle high
volumes of what?

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?

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

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