Which is the BEST definition of a Configuration Item (CI)?
A. An item of hardware or software registered in the asset database
B. A collection of information used to describe a hardware or software item
C. An asset, service component or other item that is, or will be, under the control of Configuration Management
D. Information recorded by the Service Desk when an Incident is reported
Which of the following are aspects of Service Design?
(1) Architectures
(2) Technology
(3) Service Management processes
(4) Metrics
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Where should the definitive authorized versions of all media Configuration Items (CIs) be stored and protected?
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Service Level Manager
C. The Customer
D. The Finance department
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
A. The ITIL Complementary Guidance
B. The Service Support book
C. Pocket Guides
D. The Service Strategy book
Service Design emphasizes the importance of the ‘Four Ps’. Which of the following is a correct list of these ‘Four Ps’?
A. People, Products, Partners, Profit
B. People, Process, Products, Partners
C. Potential, Preparation, Performance, Profit
D. People, Potential, Products, Performance
Which of the following provides resources to resolve operational and support issues during Release and Deployment?
A. Early Life Support
B. Service Test Manager
C. Evaluation
D. Release Packaging and Build Manager
Identify the input to the Problem Management process.
A. Request for Change
B. Problem Resolution
C. Incident Records
D. New Known Errors
Which is NOT a purpose of a Product Description?
A. Define the time and cost needed to produce the product
B. Define the quality skills required to check the product
C. Define the function and appearance of the product
D. Define the development skills required to produce the product
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A. The Service Level Manager
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
