Which process is responsible for low risk, frequently occurring, low cost changes?

1. A. Demand management
2. B. Incident management
3. C. Release and deployment management
4. D. Request fulfilment

Correct Answer: D

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

1. A. A service option
2. B. A service transition package (STP)
3. C. A service design package (SDP)
4. D. A service charter

Correct Answer: C

A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

1. A. Be accountable for the outcome of an activity
2. B. Perform an activity
3. C. Be kept up-to-date on the progress of an activity
4. D. Manage an activity

Correct Answer: C

What is a service delivered between two business units in the same organization known as?

1. A. Strategic service
2. B. Delivered service
3. C. Internal service
4. D. External service

Correct Answer: C

What guidance does ITIL give on the frequency of production of service reporting?

1. A. Service reporting intervals must be defined and agreed with the customers
2. B. Reporting intervals should be set by the service provider
3. C. Reports should be produced weekly
4. D. Service reporting intervals must be the same for all services

Correct Answer: A