At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

• A.Service transition: Plan and prepare for deployment
• B.Service operation: IT operations management
• C.Service strategy: Develop the offerings
• D.Service design: Design the processes

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Which of the following is NOT an objective of request fulfillment?

• A.To source and deliver the components of standard services that have been requested
• B.To provide a channel for users to request and receive standard services
• C.To update the service catalogue with services that may be requested through the service desk
• D.To provide information to users about what services are available and how to request them

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Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

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

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Which reason describes why ITIL is so successful?

• A.It is not tied to any particular vendor platform
• B.It is designed to be used to manage projects
• C.It tells service providers exactly how to be successful
• D.The five ITIL volumes are concise

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Which statement BEST represents the guidance on incident logging?

• A.The service desk decide which incidents to log
• B.Incidents must only be logged if a resolution is not immediately available
• C.All incidents must be fully logged
• D.Only incidents reported to the service desk can be logged

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