Which of the following should be documented in an incident model?
1. Details of the service level agreement (SLA) pertaining to the incident
2. Chronological order of steps to resolve the incident

• A.Neither of the above
• B.Both of the above
• C.2 only
• D.1 only

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Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

• A.The customer
• B.The service owner
• C.The IT director
• D.The process owner

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Which one of the following is it the responsibility of supplier management to negotiate and agree?

• A.Third-party contracts
• B.The service portfolio
• C.Operational level agreements (OLAs)
• D.Service level agreements (SLAs)

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Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

• A.Local
• B.Virtual
• C.Outsourced
• D.Centralized

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Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

• A.Potential
• B.Products
• C.Profit
• D.Preparation

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