Which of the following processes contributes MOST to quantifying the financial value of IT services to the
business?

Which stage of the continual service improvement (CSI) approach is BEST described by the phrase
‘Understand and agree on the priorities for improvement based on a deeper development of the principles
defined in the vision’?

Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service
lifecycle?

Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2. Recording relationships between CIs
3. Recording and control of virtual CIs
4. Approving finance for the purchase of software to support service asset and configuration management

Who is responsible for defining metrics for change management?

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

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

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

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 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