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A Service Request is best defined as?

Error Control is carried out by which ITIL discipline?

You are a Change Manager for a large company. On Friday evening Problem Management submit an urgent RFC. There's been a failure within the infrastructure of the production CRM System and a Change is required urgently to resume the Service. As time is very limited which of the following Change activities might you for go?

Service Support & Service Delivery are 2 of the 5 core books within ITIL. Which 3 of the following titles complete the core group ?

Some well known methods of Service Desk charging include: (Select 3)

Which of the following Incident Management responsibilities is the Service Desk responsible for?

Of the following classifications, what are the 3 types of Technical models that should be considered when implementing a Service Desk?

Within the realm of Security what do the letters C.I.A stand for,

Complete the Phrase. The _______ is a strategic concept that stipulates the future direction of the company.

 ITIL refer to the implementation of a permanent fix (i.e. to a Known Error etc) as a ___________.

 With respect to cost types outlined under Financial Management for IT, Transfer Costs refer to:

While engaged in a conversation about ITIL, your friend, who works for a large organisation, advises you that Change Management and Configuration Management are the most important processes and should be implemented first at every organisation.

Who is responsible for preparing Management Reports concerning Incident Management data ?

A Process can be measured in such a way so as to find its effectiveness & its efficiency.

As the Service Level Manager for a medium sized company you are responsible for documenting the required level of service between your company and an external supplier from whom certain support services are required. Such a document is referred to as an

 The IT Infrastructure encompasses everything that you require to deliver an IT Service.

 Which of the following are examples of an IT Service (Select 2)

You are putting together an Awareness Campaign for the new Problem Management process. The following are Goals that you have jotted down already. Select the best Goal in terms of Problem Management.

You are putting together an Awareness Campaign for the new Problem Management process. The following are Goals that you have jotted down already. Select the best Goal in terms of Problem Management.

You are the Application Support Manager at a large organisation. Your CRM system has 4 revision each year, and included in these revisions are both technical & functional updates. Where would this be documented ?

Which of the following are examples of Capital Costs? (Select 2)

The aim of __________ is to match the actual costs with the predicted costs.

 Straight Line, Reducing Balance & By Usage are all common methods of accessing Charging for IT Services.

 You and you team members are discussing IT Service Continuity Management & Business Continuity Management at your monthly strategy meeting. One of your colleagues suggests that the risks covered by ITSCM are not limited to those that could bring serious disruption to the business but include also those that bring minor disruptions. What are your feelings about this statement?

You have been requested to set-up a Crisis Management Team within your organisation. With what ITIL discipline would you normally associate Crisis Management with?

A Baseline is used in which ITIL discipline ?

Which of the following is not associated with Availability Management ? (Select 2)

 Which of the following in the most likely transition of events?

You are putting together the Service Catalogue for your organisation. Which of the following will you include ? (Select 3)

Which of the following is NOT a responsibility of Change Management ? (Select 2)

 One of the objectives of Capacity Management is to ensure that IT Services are designed to deliver the levels of availability required by the business.

Which of the following statements are incorrect ?

The availability measurements provided to the IT Support organisation will be the same reports provided to the Users & Business.

Within Capacity Management 4 activities are carried out iteratively and form a natural cycle. These activities are Implementation, Analysis, Monitoring & Tuning. In what order should these activities be carried out?

A Package Release is best described as a Release where:

 A Virtual Service Desk is implemented at a central physical location but accessed by all sites through the utilisation of advanced telephony technology (eg. ACD Advanced Call Distribution)

All Changes must be reviewed by the CAB.

Which function carries out most of the Incident Management process.

You have been engaged for the past months on the staged identification and population of the CMDB. You are now ready to identify & populate the Desktop CI's. Which of the following is not a CI ?

 What does the IT Infrastructure Library (ITIL) refer to ?