Question 1

Which is a responsibility of a customer within the service level management process?

Options :

A : Negotiate third party contracts

B : Measure service availability

C : Supply good or services

D : Agree Service level targets

Answer: D

Question 2

Where would you expect incident resolution targets to be documented?

Options :

A : A service level agreement (SLA)

B : A request for change (RFC)

C : The service portfolio

D : A service description

Answer: A

Question 3

Which is the CORRECT activity to carry out the 'How do we get there' phase of the Continual

Service Improvement approach?

Options :

A : Service and process improvement

B : Baseline assessments

C : Policy and governance review

D : Measurable targets

Answer: A

Question 4

Which document shows a detailed analysis of business impact and benefits?

Options :

A : A return on investment

B : Service level requirements

C : A business case

D : A service level agreement

Answer: C

Question 5

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

Options :

A : Informational, scheduled, normal

B : Scheduled, unscheduled, emergency

C : Informational, warning, exception

D : Warning, reactive, proactive

Answer: C

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