Implementation of ITIL service management requires the preparation and planning of the
effective and efficient use of “the four Ps.” What are these four Ps?

Which of the following should IT service continuity strategy be based on?
Design of the service metrics
Business continuity strategy
Business impact analysis (BIA)
Risk assessment

What is the BEST description of an operational level agreement (OLA)?

Which one of the following generates demand for services?

Which one of the following is an objective of service transition?

Which one of the following is the BEST definition of an event?

Which one of the following is the BEST description of the purpose of the service operation
stage of the service lifecycle?

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?
Monitoring system availability
Designing availability into a proposed solution

Which one of the following would NOT involve event management?