Where would all the possible service improvement opportunities be recorded?
A. CSI register
B. Known error database
C. Capacity management information system
D. Configuration management database

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Which types of communication would the functions within service operation use?
1. Communication between data centre shifts
2. Communication related to changes
3. Performance reporting
4. Routine operational communication

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

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Which of the following can include steps that will help to resolve an incident?
1. Incident model
2. Known error record

A. 1 only
B. 2only
C. Both of the above
D. Neither of the above

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What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A. Serviceability
B. Availability
C. Capacity
D. Continuity

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Which of the following are types of service defined in ITIL?
1. Core
2. Enabling
3. Special

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

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Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1. Details of failed changes
2. Updates to the change schedule
3. Reviews of completed changes

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

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Which of the following statements MOST correctly identifies the scope of design coordination activities?

A. Only changes that introduce new services are included
B. All changes are mandated to be included
C. Only changes to business critical systems are included
D. Any changes that would benefit the organization are included

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What are the three service provider business models?

A. Internal service provider, outsourced 3rd party and off-shore party
B. Internal service operations provider, external service operations provider, shared service unit
C. Internal service provider, external service provider, outsourced 3rd party
D. Internal service provider, external service provider, shared service unit

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The definitive media library is the responsibility of:

A. Facilities management
B. Access management
C. Request fulfillment
D. Service asset and configuration management

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

A. Availability management
B. Capacity management
C. Business relationship management
D. Service catalogue management

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