16.)	ITIL works only with in the following situations.
	Large, multi-national organizations
	Smaller business that have the flexibility to adopt quickly
	New businesses building IT from the ground up
	Like any good methodology ITIL is totally scalable. The practices and principles of the framework apply equally to any of the other answers


17.)	When you are going to introduce ITIL into your organization, you should just rush into it without any 	planning or thought
	Planning is only required for major implementations
	This is a correct statement
	This is an incorrect statement
	The level of planning is not my concern




18.)	There are two examination agencies that provide exams in IT Service Management - EXIN and ISEB. 
	True
	False


19.)	The _____ business function is the most critical thing that a particular process delivers
	crucial
	vital
	main
	critical


20.)	Of the following which best suits the following phrase? The _____ is a strategic concept that 	stipulates the future direction of the company
	outline
	goals
	plan
	vision


21.)	What is the name of the Global user community that brings people together to talk about IT Service 	Management?
	ISACA
	ISO
	itSMF
	Microsoft


22.)	The owner of the ITIL framework is the Office of Government Commerce (OGC) in England
	True
	False


23.)	Which of the following is not an ITIL process within the Service Delivery set?
	Service Level Management
	IT Service Continuity Management
	Availability Management
	Service Capacity Management



24.)	When you put ITIL processes in place you need to change the way that the organization is arranged
	True
	False


25.)	Would you agree that the following set of words is a fair description of the elements that define a 	process? Goal, Inputs, Activities, Outputs, Metrics 
	True
	False


26.)	On a file server, what is the name of the average amount of time between the recovery point of one 	incident until the next incident occurs?
	MTBSI
	MTBF
	MTTR
	Response Time


27.)	Of the following which is most likely NOT to be an input for the Change Management process?
	Forward Schedule of Changes
	RFC
	CMDB information
	Incident Information

28.)	Which of the following is NOT a sub-process of the Capacity Management process?
	Business Capacity Management
	Financial Capacity Management
	Resource Capacity Management
	Service Capacity Management

29.)	What should be the first point of contact for end users when trying to get help from the IT support 	people?
	Service Desk Process
	Incident Management Function
	Service Desk Function
	Problem Management Process