- (Topic 10)
ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

1. A. Service Units
2. B. Business Units
3. C. Service Providers
4. D. Customers

Correct Answer: C

- (Topic 3)
Which of the following are types of service defined in ITIL?
1. Enabling
2. Core
3. Enhancing
4. Computer

1. A. 1, 3 and 4 only
2. B. 2, 3 and 4 only
3. C. 1, 2 and 4 only
4. D. 1, 2 and 3 only

Correct Answer: D

- (Topic 8)
Which role is accountable for the operational management of a process?

1. A. Process practitioner
2. B. Process manager
3. C. Service manager
4. D. Change manager

Correct Answer: B

- (Topic 3)
What is the result of carrying out an activity, following a process or delivering an IT service known as?

1. A. Outcome
2. B. Incident
3. C. Change
4. D. Problem

Correct Answer: A

- (Topic 5)
Which one of the following is an objective of service catalogue management?

1. A. Negotiating and agreeing service level agreement
2. B. Negotiating and agreeing operational level agreements
3. C. Ensuring that the service catalogue is made available to those approved to access it
4. D. Only ensuring that adequate technical resources are available

Correct Answer: C