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

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

Which one of the following is the BEST description of a service level agreement (SLA)?

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

Which one of the following is the BEST description of a service-based service level agreement (SLA)?

Which one of the following activities would be performed by access management?

Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?

Which of the following activities are performed by a desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring service
4. Implementing all standard changes

Who is responsible for defining metrics for change management?