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

Undertaking a gap analysis is a key activity within which part of the Deming Cycle for
improving services and service management processes?

Which of the following is the BEST description of a Business Case?

Which of the following could BEST be described as “A decision support and planning tool
that projects the likely consequences of a business action”?

Which of the following are included within Release and Deployment Models?
1) Roles and responsibilities 2) Template release and deployment 3) Supporting systems,
tools and procedures. 4) Handover activities and responsibilities

Which of the following are objectives of Service Design?
1) Design Services to satisfy business objectives. 2) Identify and manage risk. 3) Design
effective and efficient processes 4) Design a secure and resilient IT infrastructure.

Order the following continual service improvement (CSI) implementation steps into the
correct sequence in alignment with the plan, Do, Check, Act (PDCA) model.
1) Allocate roles and responsibilities to work on CSI initiatives.
2) Measure and review that the CSI plan is executed and its objectives are being achieved.
3) Identify the scope, objectives and requirements for CSI.
4) Decision on implementation of further enhancement.

Which of the following are benefits to the business of implementing Service Transition?
Ability to adapt quickly to new requirements
Reduced cost to design new services
Improved success in implementing changes

What are the processes within Service Operation?

Which process or function is responsible for the Definitive Media Library and Definitive
Spares?