Which one of the following contains information that is passed to service transition to enable the
implementation of a new service?

The experiences, ideas, insights and values of individuals are examples of which level of understanding within
knowledge management?

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

Which of the following BEST describes partners’ in the phrase people, processes, products and partners”?

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

The consideration of value creation is a principle of which stage of the service lifecycle?

Which one of the following includes four stages called Plan, Do, Check and Act?

Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

Which of the following BEST describes the purpose of access management?

What type of baseline captures the structure, contents and details of the infrastructure and represents a set of
items that are related to each other?