For which of the following is the Service Catalogue Manager responsible?1.

Ensuring that
information within the Service Pipeline is accurate and up to date.2. Ensuring that information in
the Service Catalogue is consistent with information in the Service pipeline.
3.Ensuring that all operational services are recorded in the service catalogue.
4.Ensuring that the information in service catalogue is accurate and backed up.

What are the three types of metrics that an organization should collect to support continual
service improvement (CSI)?
What guidance does ITIL give on the frequency of production of service reporting?

Which of the following statements BEST describes one of the purposes ofService Analytics?

Which of the following would be used to communicate a high level description of a major change
that involved significant cost and risk to the organization?
A known error has been created after diagnosis of a problem was complete but before a
workaround has been found. Is this a valid approach?
What are the three elements of the Service Portfolio?

Which of the following are reasons for investing in Service Management?Statements1 Increased
customer satisfaction2 Increased levels of availability3 Reduction in the number of Incidents4
Increased number of SLA breaches
Which of the following is not a primary concern of

trategy?
What is the role of the emergency change advisory board (ECAB)?

Which of the following are generic elements of a process?1. Process Activities2. Process policy3.
Process roles4. Process metrics.
Which of the following are the MAIN objectives of incident management?1. To automatically
detect service-affecting events2. To restore normal service operation as quickly as possible3. To
minimize adverse impacts on business operations

Which process is responsible for recording the current details, status, interfaces and dependencies
of all services that are being run or being prepared to run in the live environment?
Which one of the following provides the CORRECT list of processes within the service operation
stage of the service lifecycle?

Which of the following statements is incorrect about patterns of demand generated by the
customer’s business?
Which is the best description of a Service Catalogue?

How many phases are there in the Service Lifecycle?

Which of the following are goals and objectives for the Service Level Management process?1. To
provide and improve the relationship andcommunication with the business and customers.2. To
produce and maintain an appropriate and up-todate Capacity Plan which reflects the current and
future needs of the business.3. To ensure that proactive measures to improve the levels of service
delivered are implemented.4. To support efficient and effective business and Service Management
processes by providing accurate information about assets.

True or False? A customer’s perceptions, customer’s pre-established preferences, and actual

business outcomes all influence the value of a service.
Which of the following statements is correct? 1. All processes should have an owner. 2. A process
takes one or more inputs and turns them into defined outputs, such as process reports and
reviews. 3. All processes’ objectives must be defined in measurable terms.
4.All processes must have an objective.

Which one of the following statements about a change model is CORRECT?

Which of the following benefits is NOT primarily the result of good ServiceDesign practices?

Which of the following activities is the Service Owner of a specific serviceresponsible for?1.
Representing the service in Change Advisory Boardmeetings.2. Participating in negotiating Service
Level Agreements3. Defining the process strategy4. Liaising with the appropriate Process Owners
“Services are a means of delivering value to customers by facilitating the outcomes customers
want to achieve without the ownership of specific costs and risks.” Which entity owns the risks?
Which of the following pieces of data is LEAST useful when diagnosing an Incident?