ITIL Service Strategy

Which of the following describes the main way in which the Service Strategy publication can assist an organisation? 

A. To manage strategic relationships within the IT industry
B. To enable strategic integration with customers and suppliers
C. To implement ITIL within an IT organisation
D. To develop Service Management as a strategic assist

Which of the following statements about the Service Portfolio are correct? 
1. The Service Portfolio represents the investments made by a service provider
2. The Service Portfolio includes third party services that are part of service offerings
3. The Service Portfolio represents the ability of a service provider to serve customers and market spaces

A. 1 and 2 only
B. All of the above
C. 1 and 3 only
D. 2 and 3 only

What details are contained in the Service Pipeline? 
A. Knowledge and information about phased-out services
B. The resources engaged in all phases of the Service Lifecycle
C. Business requirements that have not yet become live services
D. Operational capability within the context of a market space

Which of the following statements is/are correct about IT Governance? 
1. IT Governance is an integral part of enterprise governance
2. IT Governance is the responsibility of the board of directors
3. IT Governance enables organisations to benchmark processes

A. 1 only
B. 1 and 2 only
C. 2 and 3 only
D. All of the above

A Business Case can be most accurately described as? 

A. A decision support and planning tool
B. A technique for calculating service valuation
C. A management tool for Business communication
D. A method for tracking Business expenditure

From a Service Management perspective which of the following is NOT a specific risk management activity? 

A. Financial analysis of the likely consequences of a Business action
B. Identification and selection of appropriate countermeasures
C. Having access to reliable and up-to-date information about risks
D. Ensuring processes are in place for on-going monitoring of risks

It is important to distinguish between the three different types of service provider. Which of the following most accurately describes the main difference between Type I and Type II service providers? 

A. Type I providers are internal and Type II provide shared services
B. Type I providers are external and Type II provide internal services
C. Type I providers are internal and Type II provide external services
D. Type I providers are technology focused and Type II Business focused

Value is defined not only in terms of the customer’s Business outcomes; it is also highly dependent on? 

A. The maturity of the IT processes
B. The customer’s perceptions
C. Effective resource utilisation
D. Managing the cost of service provision

Which of the following most accurately describes the need for service providers to develop a marketing mind-set? 

A. To utilise a wide range of communication channels
B. To look at services from the customer’s perspective
C. To offer customers a comprehensive service catalogue
D. To offer competitively priced service offerings

‘Fitness for purpose’ of a service comes from which of the following? 

A. The ability of a service to provide the required levels of functionality when required
B. The attributes of the service that have a positive effect on the performance of the Business
C. The ability of a service to remain operational at all times as agreed in an SLA
D. The service being provided by an outsourcing organisation

Which of the following are potential benefits of analysing patterns of Business activity? 
1. Service Design can optimise designs to suit Business demand patterns
2. Financial Management can approve incentives to influence demand
3. Service Operation can adjust allocation of resources and scheduling
4. Service Portfolio Management can prioritise appropriate investments

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

How is Financial Management applicable to the different types of service provider? 

A. Financial Management is equally applicable to Type I, II and III service providers
B. Financial Management is less applicable for internal service providers
C. Financial Management is mostly applicable to external service providers
D. Financial Management is only applicable to Type II and Type III providers

Which ITIL® process is responsible for drawing up a charging system? 

A) Service Level Management
B) Availability Management
C) Financial Management for IT Services
D) Capacity Management

What is the RACI model used for? 

A) Documenting the roles and relationships of stakeholders in a process or activity .
B) Defining requirements for a new service or process .
C) Creating a balanced scorecard showing the overall status of Service Management
D) Analyzing the business impact of an incident .

Which of the following identifies two Service Portfolio components within the Service Lifecycle?

A) Service Knowledge Management System and Service Catalogue .
B) Service Knowledge Management System and Requirements Portfolio .
C) Requirements Portfolio and Configuration Management System.
D) Requirements Portfolio and Service Catalogue. 

Which of the following is NOT one of the ITIL® core publications? 

A) Service Transition
B) Service Strategy
C) Service Derivation
D) Service Operation

A Service Level Package is best described as?

A) A description of customer requirements used to negotiate a Service Level Agreement.
B) A description of the value that the customer wants and for which they are willing to pay.
C) A defined level of utility and warranty associated with a core service package.
D) A document showing the Service Levels achieved during an agreed reporting period.

Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle?

A) Service Strategy and Continual Service Improvement
B) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
C) Service Strategy, Service Transition and Service Operation
D) Service Strategy

A service owner is responsible for which of the following? 

A) Carrying out the Service Operations activities needed to support a Service.
B) Designing and documenting a Service.
C) Producing a balanced scorecard showing the overall status of all Services.
D) Recommending improvements

The utility of a service is best described as: 

A) Fit for purpose.
B) Fit for design.
C) Fit for use
D) Fit for function.

The 4 P's of ITSM are people, partners, processes and: 

A) Perspectives.
B) Purpose.
C) Practice.
D) Products.

The contents of a service package include: 

A) Core Service Package, Supporting Services Package, Service Level Packages
B) Core Service Package, Base Service Package, Service Support Package.
C) Core Service Package, Supporting Process Package, Service Level Package.
D) Base Service Package, Supporting Service Package, Service Level Package.

Who defines the value of a service:

A) Business relationship manager
B) Customer
C) Service strategy process manager
D) Service strategy process owner

What is the meaning of "utility of a service"?

A) The service meets the requirements for facilites management
B) The service is "fit for user"
C) The service delivers the functionality required to meet a business outcome
D) The service is capable of supporting the business strategy