1.What are the two components of ITIL V3?

A. The five core books and the itSMF

B. The itSMF and the complementary publications
C. The five core books and the complementary publications
D.The complementary publications and ITIL Live
[ANS C]

2.Services are a means of delivering value to customers by facilitating the

outcomes customers want to achieve without the ownership of specific costs
and risks. Which entity owns the risks?

A. The customer
B. The IT organization
C. The service provider
D. The service desk function
[ANS c]

3.Which of the following statements is correct?

1. All processes should have an owner.
2. A process takes one or more inputs and turns them into defined outputs,
such as process reports and reviews.
3. All processes objectives must be defined in measurable terms.
4. All processes must have an objective.

A. 1 and 2 only
B. 2 and 4 only
C. All of the above

D. 1, 2, and 4
[ANS C]

4.Which of the following is not a primary concern of Service Strategy?

A. Providing guidance on setting strategy

B. Setting policies and objectives
C. Understanding how to create value for customers
D. Defining a Release Plan
[ANS D]

5.Which of the following statements is incorrect about patterns of demand

generated by the customers business?

A. Demand can be influenced by charging different rates at different times.

B. They are delivered to the Capacity Management process so the capacity
to deliver services at the agreed levels can be ensured.
C. They are driven by patterns of business activity.
D. Understanding patterns of business activity is unimportant.
[ANS D]

6.What are the three elements of the Service Portfolio?

A. Service Portfolio, Business Service Catalogue, Technical Services

Catalogue
B. Service Knowledge Management System, Service Portfolio, Service
Lifecycle
C. Service Pipeline, Service Catalogue, Retired Services

D. Chartered, Operational, Retired

[ANS C]

7.True or False? A customers perceptions, customers pre-established

preferences, and actual business outcomes all influence the value of a
service.

A. True
B. False
[ANS A]
8.Which of the following is the correct description of utility?

A. A customer or organization doing business with an electrical or waterservices company.

B. The service is fit for use.
C. An assurance of certain levels of availability, capacity, continuity, and
security.
D. The attributes of the service that have a positive effect on the
performance of activities, objects, and tasks associated with desired
outcomes.
[ANS D]

9.For which of the following is the Service Catalogue Manager responsible?

1. Ensuring that information within the Service Pipeline is accurate and up to
date.
2. Ensuring that information in the Service Catalogue is consistent with
information in the Service Pipeline.
3. Ensuring that all operational services are recorded in the Service
Catalogue.
4. Ensuring that the information in the Service Catalogue is accurate and

backed up.

A. 1 and 2 only
B. All of the above
C. 2, 3, and 4 only
D. 3 and 4 only
[ANS C]

10.Which of the following list is a valid type of SLA?

A. Priority-based SLA
B. Technology-based SLA
C. Location-based SLA
D. Customer-based SLA
[ANS D]