Q: Who defines the value of a service?
Business relationship manager
Customer
Service strategy process owner
Service strategy process manager
Q: The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL guidance?
Identify risks
Manage risks
Calibrate risks
Analyze risks
Q: ITIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one of them?
The customer's preferences
The business outcomes achieved
The service provider's preferences
The customer's perception
Q: The predicted costs and benefits of a proposed new service are documented in which of the following documents?
The service strategy
The project plan
The improvement register
The business case
Q: What is the purpose of the service strategy lifecycle stage?
Create a database of services for the service lifecycle.
Define the strategic approach for service management across the service lifecycle.
Define the objectives for all roles and responsibilities across the service lifecycle.
Identify the processes in use for the service lifecycle.
Q: Which stage of the service lifecycle is mainly concerned with defining policies and objectives?
Service Strategy
Service Design
Service Operation
Service Transition
Q: Which process ensures that organizations are in a position to deal with the costs and risks associated with their service portfolios?
Service Design
Service Operation
Service Transition
Service Strategy
Q: Which of the following statements about risk is TRUE?
It is something that might happen.
It is something that won't happen.
It is something that always happens.
It is something that will happen.
Q: ITIL recommends that you understand and document the profile of patterns of business activity (PBA). Which of these represents the four things that you should capture about each PBA profile?
Attributes, service asset serial numbers, prioritization, and requirements
Management information, prioritization, service asset serial numbers, and configuration baselines
Classification, prioritization, requirements, and service asset requirements
Classification, attributes, requirements, and service asset requirements
Q: Which two statements reflect the guidance found in the Service Strategy publication?
1. Defining a strategy that allows a service provider the guidance and recommendations to deliver services to meet a customer's business outcomes.
2. Conducting customer satisfaction surveys as required on a periodic basis.
3. Defining a strategy for managing services that meet customers' business outcomes.
4. Measuring and identifying the value created by continual improvement initiatives.
2 and 3
2 and 4
1 and 2
1 and 3
Q: To properly understand the value of a service, the IT service provider requires three pieces of information. Which of these is not one of the pieces of information?
How much the services cost
Who designed the services
What the services achieved
The services IT provided
Q: Which of the following is concerned with fairness and transparency?
Service Management
Capacity Management
Governance
Service Strategy
Q: Which one of these four assets can be classed as both a resource and a capability?
Knowledge
Organization
Financial capital
People
Q: What does a service MUST always deliver to customers?
Applications
Resources
Value
Infrastructure
Q: Which of these statements about governance is true?
1. Ensures that policies and strategy are actually implemented
2. Ensures that required processes are correctly followed
3. Ensures that the CAB assesses all changes
1 and 2
1 only
2 and 3
1, 2, and 3
Q: Which of the following is a combination of the effects of utility and warranty?
Value creation
Value networks
Co-sourcing
Prime factors
Q: What is the meaning of "utility of a service"?
The service is capable of supporting the business strategy.
The service is "fit for use."
The service meets the requirements for facilities management.
The service delivers the functionality required to meet a business outcome.