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Last Updated: Jul 19, 2026
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| Section | Objectives |
|---|---|
| ITIL Service Lifecycle | - Service Strategy - Continual Service Improvement (CSI) - Service Operation - Service Transition - Service Design |
| Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
| Key ITIL Processes and Functions | - Service Desk function - Incident and Problem Management - Configuration Management (CMDB concepts) - Change Management |
| Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
1. Which one of the following is NOT a valid purpose or objective of problem management?
A) To eliminate recurring incidents
B) To restore service to a user
C) To manage problems throughout their lifecycle
D) To prevent problems and resultant incidents
2. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A) Regulators
B) Employers
C) Stakeholders
D) Accreditors
3. 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) The part of a contract that specifies the responsibilities of each party
C) An agreement between the service provider and an internal organization
D) An agreement between the service provider and their customer
4. Which of the following BEST describes a problem?
A) A serious incident which has a critical impact to the business
B) The cause of one or more incidents
C) The cause of two or more incidents
D) An issue reported by a user
5. Which is the correct definition of a customer facing service?
A) One which is not covered by a service level agreement
B) One which directly supports the business processes of customers
C) A service not directly used by the business
D) A service that cannot be allowed to fail
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |
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