Which process is responsible for low risk, frequently occurring, low cost changes?

• A.Release and deployment management
• B.Demand management
• C.Incident management
• D.Request fulfilment

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Which one of the following is a correct definition of a supplier category?

• A.Operational - for suppliers providing low value and/or readily available products and services
• B.Commodity - for significant partnering relationships that involve senior managers
• C.Tactical - for relationships involving significant commercial activity and business interaction
• D.Strategic - for suppliers of operational products or services

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A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?

• A.A functional escalation
• B.A hierarchic escalation
• C.An incident resolution
• D.A service level escalation

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Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

• A.Event management, incident management, change management, and access management
• B.Event management, incident management, problem management, request fulfilment, and access management
• C.Incident management, problem management, service desk, request fulfilment, and event management
• D.Incident management, service desk, request fulfilment, access management, and event management

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What guidance does ITIL give on the frequency of production of service reporting?

• A.Service reporting intervals must be the same for all services
• B.Reporting intervals should be set by the service provider
• C.Reports should be produced weekly
• D.Service reporting intervals must be defined and agreed with the customers

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