A consultant has made two recommendations to you in a report:
1: To include legal terminology in your Service Level Agreements (SLAs)
2: It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

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

Correct Answer: D

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

1. A. Internal
2. B. External
3. C. Service desk
4. D. Shared services unit

Correct Answer: C

Which of the following is the BEST reason for categorizing incidents?

1. A. To establish trends for use in problem management and other IT service management (ITSM) activities
2. B. To ensure service levels are met and breaches of agreements are avoided
3. C. To enable the incident management database to be partitioned for greater efficiency
4. D. To identify whether the user is entitled to log an incident for this particular service

Correct Answer: A

Which one of the following is NOT an objective of problem management?

1. A. Minimizing the impact of incidents that cannot be prevented
2. B. Preventing problems and resulting incidents from happening
3. C. Eliminating recurring incidents
4. D. Restoring normal service operation as quickly as possible

Correct Answer: D

Which one of the following is an objective of release and deployment management?

1. A. To standardize methods and procedures used for efficient and prompt handling of all changes
2. B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
3. C. To ensure that the overall business risk of change is optimized
4. D. To define and agree release and deployment plans with customers and stakeholders

Correct Answer: D