Question 1

Which one of the following can help determine the level of impact of a problem?

Options :

A : Definitive media library (DML)

B : Configuration management system (CMS)

C : Statement of requirements (SOR)

D : Standard operating procedures (SOP)

Answer: B

Question 2

Which one of the following is NOT a characteristic of a process?

Options :

A : It is measurable

B : It delivers specific results

C : It responds to specific events

D : It structures an organization

Answer: D

Question 3

What are the categories of events described in the ITIL service operation book?

Options :

A : Informational, scheduled, normal

B : Scheduled, unscheduled, emergency

C : Informational, warning, exception

D : Warning, reactive, proactive

Answer: C

Question 4

Which one of the following does service metrics measure?

Options :

A : Functions

B : Maturity and cost

C : The end-to-end service

D : Infrastructure availability

Answer: C

Question 5

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options :

A : Business services

B : Component services

C : Supporting services

D : Customer services

Answer: C

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