Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

1. A. Service Portfolio Management
2. B. Service Level Management
3. C. Component Capacity Management
4. D. Demand Management

Correct Answer: D

Which of the following statements about incident reporting and logging is CORRECT?

1. A. Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
2. B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal servic
3. C. This includes technical staff
4. D. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
5. E. Incidents reported by technical staff must be logged as Problems because technical staff manages infrastructure devices not services

Correct Answer: B

The BEST description of the guidance provided by Service Design is?

1. A. The design and development of new services
2. B. The design and development of service improvements
3. C. The design and development of services and service management processes
4. D. The day-to-day operation and support of services

Correct Answer: C

Which of the following is the CORRECT definition of a Release Unit?

1. A. A measurement of cost
2. B. A function described within Service Transition
3. C. The team of people responsible for implementing a release
4. D. The portion of a service or IT infrastructure that is normally released together

Correct Answer: D

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

1. A. People, process, partners, performance
2. B. Performance, process, products, problems
3. C. People, process, products, partners
4. D. People, products, perspective, partners

Correct Answer: C