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Q21. Which process is responsible for discussing reports with customers showing whether services have met their targets? 

A. Continual service improvement 

B. Change management 

C. Service level management 

D. Availability management 


Q22. Which one of the following is an objective of service transition? 

A. To negotiate service levels for new services 

B. To ensure that service changes create the expected business value 

C. To minimize the impact of service outages on day-to-day business activities 

D. To plan and manage entries in the service catalogue 


Q23. Which one of the following is the BEST description of a service level agreement (SLA)? 

A. The part of a contract that specifies the responsibilities of each party 

B. An agreement between the service provider and an internal organization 

C. An agreement between a service provider and an external supplier 

D. An agreement between the service provider and their customer 


Q24. Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps? 

A. People, process, partners, performance 

B. Performance, process, products, problems 

C. People, process, products, partners 

D. People, products, perspective, partners 


Q25. Where should the following information be stored? 

1. The experience of staff 

2. Records of user behaviour 

3. Supplier's abilities and requirements 

4. User skill levels 

A. The forward schedule of change 

B. The service portfolio 

C. A configuration management database (CMDB) 

D. The service knowledge management system (SKMS) 


Q26. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk? 

A. Training in risk management for all staff and identification of risks 

B. Identification of risk, analysis and management of the exposure to risk 

C. Control of exposure to risk and investment of capital 

D. Training of all staff and investment of capital 


Q27. Which one of the following is the BEST description of a major incident? 

A. An incident which is so complex that it requires root cause analysis before a workaround can be found 

B. An incident which requires a large number of people to resolve 

C. An incident logged by a senior manager 

D. An incident which has a high priority or a high impact on the business 


Q28. Which one of the following is NOT part of the service design stage of the service lifecycle? 

A. Designing and maintaining all necessary service transition packages 

B. Producing quality, secure and resilient designs for new or improved services 

C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced 

D. Measuring the effectiveness and efficiency of service design and the supporting processes 


Q29. Which one of the following statements is CORRECT? 

A. The configuration management system is part of the known error database 

B. The service knowledge management system is part of the configuration management system 

C. The configuration management system is part of the service knowledge management system 

D. The configuration management system is part of the configuration management database 


Q30. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard? 

A. The IT director 

B. The process owner 

C. The service owner 

D. The customer