Which of the following is NOT an objective of Continual Service Improvement?

• A.Conduct activities to deliver and manage services at agreed levels to business users
• B.Review and analyze Service Level Achievement results
• C.Identify activities to improve the efficiency of service management processes
• D.Improve the cost effectiveness of IT services without sacrificing customer satisfaction

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Which of the following are responsibilities of a Service Level Manager?
(1) Agreeing targets in Service Level Agreements
(2) Designing the service so it can meet the targets
(3) Ensuring all needed contracts and agreements are in place

• A.1 and 3 only
• B.All of the above
• C.2 and 3 only
• D.1 and 2 only

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What is the PRIMARY process for strategic communication with the service provider's customers?

• A.Service catalogue management
• B.Service portfolio management
• C.Business relationship management
• D.Service desk

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

• A.Informational, scheduled, normal
• B.Informational, warning, exception
• C.Warning, reactive, proactive
• D.Scheduled, unscheduled, emergency

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Which process monitors and improves the performance of the service transition stage of the service lifecycle?

• A.Service transition management
• B.Change management
• C.Design co-ordination
• D.Transition planning and support

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