Which of the following would be examined by a major problem review?
Things that were done correctly
Things that were done incorrectly
How to prevent recurrence
What could be done better in the future

Which one of the following is the BEST description of a relationship in service asset and
configuration management?

Which of the following are sources of best practice?
Academic research
Internal experience
Industry practices

Which of these should a change model include?
The steps that should be taken to handle the change
Responsibilities; who should do what, including escalation
Timescales and thresholds for completion of the actions
Complaints procedures

Which one of the following is NOT an objective of problem management?

Which of the following statements about service asset and configuration management is/are
CORRECT?
A configuration item (CI) can exits as part of any numbers other CIs at the same time
Choosing which CIs to record will depend on the level of control an organization wishes to
exert.

Which of the following are types of service defined in ITIL?
Enabling
Core
Enhancing
Computer

In which of the following should details of a workaround be documented?

Which one of the following is NOT a characteristic of a process?

Which one of the following is NOT a responsibility of the service transaction stage of the
service lifecycle?