Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

1. A. Change management
2. B. IT service continuity management
3. C. Financial management for IT services
4. D. Service catalog management

Correct Answer: B
Reference: http://wiki.en.it-processmaps.com/index.php/ITIL_V3_Service_Design (See IT service continuity management)

Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

1. A. Availability management
2. B. Capacity management
3. C. Business relationship management
4. D. Service catalogue management

Correct Answer: C

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

1. A. Informational, scheduled, normal
2. B. Scheduled, unscheduled, emergency
3. C. Informational, warning, exception
4. D. Warning, reactive, proactive

Correct Answer: C

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

1. A. Informational, scheduled, normal
2. B. Scheduled, unscheduled, emergency
3. C. Informational, warning, exception
4. D. Warning, reactive, proactive

Correct Answer: C

Which of the following provide value to the business from service strategy?
1: Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2: Enabling the service provider to respond quickly and effectively to changes in the business environment
3: Support the creation of a portfolio of quantified services

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

Correct Answer: A