Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

1. A. 2 and 3 only
2. B. 2 and 4 only
3. C. 1 and 3 only
4. D. All of the above

Correct Answer: D

Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of IT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in

1. A. 1, 2 and 3 only
2. B. 1 and 2 only
3. C. 1, 2 and 4 only
4. D. All of the above

Correct Answer: A

The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?

1. A. People, process, partners, performance
2. B. Performance, process, products, plans
3. C. People, process, products, partners
4. D. People, products, plans, partners

Correct Answer: C

Which of the following would commonly be found in a contract underpinning an IT service?
1. Financial arrangements related to the contract
2. Description of the goods or service provided
3. Responsibilities and dependencies for both parties

1. A. 1 and 2 only
2. B. 1 and 3 only
3. C. 2 and 3 only
4. D. All of the above

Correct Answer: D

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

1. A. Internal
2. B. External
3. C. Service desk
4. D. Shared services unit

Correct Answer: C