Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

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

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Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

• A.Prioritization
• B.Detection
• C.Categorization
• D.Escalation

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Which areas are NOT measured by process KPIs?
1. Technology
2. Performance
3. Value
4. Compliance

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

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Which one of the following is the BEST description of a service level agreement (SLA)?

• A.An agreement between a service provider and an external supplier
• B.An agreement between the service provider and an internal organization
• C.The part of a contract that specifies the responsibilities of each party
• D.An agreement between the service provider and their customer

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What type of record should you raise when a problem diagnosis is complete and a workaround is available?

• A.A service object
• B.An incident
• C.A known error
• D.A change

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