- (Topic 3)
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

1. A. Do
2. B. Perform
3. C. Implement
4. D. Measure

Correct Answer: A

- (Topic 3)
What are underpinning contracts used to document?

1. A. The provision of IT services or business services by a service provider
2. B. The provision of goods and services by third party suppliers
3. C. Service levels that have been agreed between the internal service provider and their customer
4. D. Metrics and critical success factors (CSFs) for internal support teams

Correct Answer: B

- (Topic 6)
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

- (Topic 3)
From the perspective of the service provider, who is the person or group that agrees their service targets?

1. A. The user
2. B. The customer
3. C. The supplier
4. D. The administrator

Correct Answer: B

- (Topic 1)
What are customers of IT services who do NOT work in the same organization as the service provider known as?

1. A. Strategic customers
2. B. External customers
3. C. Valued customers
4. D. Internal customers

Correct Answer: B