1.) 	IT Service Management using the ITIL Framework is more important than achieving the Business 	Objectives?
	I disagree with this statement
	I agree with this statement
	I need to check with my Manager


2.)	The “end user” according to the way ITIL defines it is the person or group who uses the IT service.
	I disagree with this statement
	I agree with this statement
	ITIL does not define the term end user


3.)	ITIL focuses on people, organization and technology?
	I disagree with this statement
	I agree with this statement


4.)	Your manager has asked you to investigate better ways to get to understand what the business 	requirements are for IT. Which of the following processes are you going to use?
	Service Desk
	Incident Management
	Service Level Management
	Availability Management


5.)	Once we have our ITIL processes in place there is no need to worry about how we do things. The 	ITIL processes will take care of everything.
	I agree with this statement
	I disagree with this statement



6.)	Of the following what would be the best definition of IT Service Management?
	Maintenance of technical infrastructure to ensure customer expectations are managed and met or exceeded.
	Creation of best practice processes that are repeatable and ensure all staff have a common understanding of terms to be used.
	Proper use of People, Process and Technology to ensure IT Service Delivery matches Business requirements in an efficient and effective manner.



7.)	List the Service Support processes and the one Functional area:
	Service Desk, Release, Incident, Availability, Configuration, Change
	Service Desk, Release, Incident, Problem, Continuity, Change
	Service Desk, Release, Incident, Problem, Configuration, Change
	Help Desk, Release, Incident, Problem, Configuration, Change

8.)	Which are the Service Delivery processes?
	Availability, Incident, Change, Release, Configuration
	Availability, Capacity, Financial Management for IT Services, IT Service Continuity, Service Level Management
	Financial Management for IT Services, Configuration, Availability, Service Level Management
	IT Service Continuity Management, Service Desk, Change, Service Level Management, IT Service Continuity Management


9.)	The “customer” according to the way ITIL defines it is the person or group who pays for the IT 	service
	I disagree with this statement
	I agree with this statement
	ITIL does not define the term customer


10.)	Quality – what are the 4 steps of a CONTINUOUS IMPROVEMENT quality life cycle?  
	PLAN, DO, CHECK, ACT
	DO, MANAGE, PLAN, UPDATE
	CHECK, ACT, ACTION, ACTIVITY
	ACTION, STRATEGY, MANAGE, MOTIVATE


11.)	The ITIL processes, defined in the Service Support and Service Delivery sets don’t have any overlap 	or interfaces to each other? 
	True
	False


12.)	Consider the following
    
	  i) Enables the organisation to predict the money required to run the IT service
	 ii) Reduces the risk of overspending
	iii) Ensures that actual spend can be compared with predicted spend

	Which is the most appropriate description of these functions?

	Charging
	Budgeting
	Accounting
	Billing
13.)	ITIL is actually a collection of material (the L stands for Library). There may be debate over the exact scope of ITIL, but for most purists these areas, comprise ITIL. We tend to consider ITIL as only being Service Delivery and Service Support. These two are at the core of ITIL and what we focus most of our attention on. What are the major parts of the IT Infrastructure Library? 
	Security Management
	ICT Infrastructure Management
	Service Support & Service Delivery
	Applications Management & Software Asset Management
	Planning to Implement Service Management
	The Business Perspective


14.)	Which of the following is not a process within the Service Support set?
	Incident Management
	Release Management
	Service Desk
	Configuration Management


15.)	What is the name of the first level of globally recognized certification for an individual in IT Service 	Management?
	ITIL Practitioner
	ITIL Managers
	ITIL Foundations
	ITIL Best Practice Expert