Which one of the following is the BEST description of a major incident?

Which of the following availability management activities is/are considered to be proactive
as opposed to reactive? 1. Monitoring system availability 2. Designing availability into a
proposed solution

Which one of the following would NOT involve event management?

The multi-level SLA’ is a three-layer structure. Which one of the following layers is NOT part
of this type of SLA?

Which processes are responsible for the regular review of underpinning contracts?

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