Which of the following is an enabler of best practice?

Service design emphasizes the importance of the “Four Ps”. These “Four Ps” include
Partners, People, Processes and one other “P”. Which of the following is the additional “P”?

Which of the following is NOT one of the five individual aspects of service design?

Where would you expect incident resolution targets to be documented?

Which of the following provide value to the business from service strategy?
Enabling the service provider to have a clear understanding of what levels of service will
make their customer’s successful
Enabling the service provider to respond quickly and effectively to changes in the business
environment
Reduction in the duration and frequency of service outages

What are the categories of event described in the ITIL service operation book?

A process owner is responsible for which of the following?
Defining the process strategy
Assisting with process design
Improving the process
Performing all activities involved in a process

Which one of the following is concerned with policy and direction?

Which of the following should be considered when designing measurement systems,
methods and metrics?
The services
The architectures
The configuration items
The processes

Which of the following is the best definition of IT service management?