When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

• A.KPI reports
• B.Improvement plans
• C.Assessment results
• D.Business objectives

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Where are the details of the required performance outcomes of a service denned?

• A.Service offerings
• B.Service requests
• C.Service level agreements
• D.Service components

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In which case would a problem be logged?

• A.After analysis of error information from a supplier
• B.When the cause is identified but not resolved
• C.When a user reports an unplanned service interruption
• D.Alter a workaround is identified and documented

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When should the effectiveness of a problem workaround be assessed?

• A.Whenever the workaround becomes a known error
• B.Whenever the problem is prioritized
• C.Whenever the problem is resolved
• D.Whenever the workaround is used

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Which is the correct combination of items that makes up an IT service?

• A.Information technology, people and processes
• B.People, processes and customers
• C.Information technology, networks and people
• D.Customers, providers and documents

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