What is the purpose of the service strategy lifecycle stage?
A.
Identify the processes in use for the service lifecycle.
B.
Create a database of services for the service lifecycle.
C.
Define the strategic approach for service management across the service lifecycle.
D.
Define the objectives for all roles and responsibilities across the service lifecycle.
2.
Which two statements reflect the guidance found in the Service Strategy publication?
A.
1 and 2
B.
1 and 3
C.
2 and 3
D.
2 and 4
3.
Who defines the value of a service?
A.
Service strategy process manager
B.
Service strategy process owner
C.
Customer
D.
Business relationship manager
4.
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?
A.
The services IT provided
B.
What the services achieved
C.
Who designed the services
D.
How much the services cost
5.
ITIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one of them?
A.
The business outcomes achieved
B.
The customer’s preferences
C.
The customer’s perception
D.
The service provider’s preferences
6.
What is the meaning of “utility of a service”?
A.
The service is “fit for use.”
B.
The service meets the requirements for facilities management.
C.
The service delivers the functionality required to meet a business outcome.
D.
The service is capable of supporting the business strategy.
7.
Which one of these four assets can be classed as both a resource and a capability?
A.
People
B.
Financial capital
C.
Organization
D.
Knowledge
8.
Which of these statements about governance is true?
A.
1, 2, and 3
B.
2 and 3
C.
1 only
D.
1 and 2
9.
The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL guidance?
A.
Analyze risks
B.
Calibrate risks
C.
Manage risks
D.
Identify risks
10.
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?
A.
Classification, attributes, requirements, and service asset requirements
B.
Attributes, service asset serial numbers, prioritization, and requirements
C.
Management information, prioritization, service asset serial numbers, and configuration baselines
D.
Classification, prioritization, requirements, and service asset requirements
11.
What is the purpose of the service portfolio management process?
A.
To capture details of live operational services only
B.
To ensure you have an appropriate mix of services to meet the requirements of customers
C.
To ensure all services are documented according to the requirements of the business
D.
To capture details of retired services only
12.
Which of these statements represents an objective of service portfolio management?
A.
Deliver authorized change requests.
B.
Maintain records of all service components and their relationships.
C.
Maintain the definitive managed portfolio of services provided by the service provider.
D.
Provide accurate information about the service level achievements for core services.
13.
Which of these is not part of the scope of service portfolio management?
A.
All the services a service provider currently delivers
B.
All the projects the customer is planning to deliver
C.
All the services a service provider is planning to deliver
D.
All the services a service provider has retired from live operation
14.
Which of these statements about service portfolio management is/are correct?
A.
1, 2, and 4
B.
1, 2, and 3
C.
2 and 4
D.
2 and 3
15.
Which of these is not part of the structure of the service portfolio?
A.
Service register
B.
Service pipeline
C.
Service catalog
D.
Retired services
16.
What is the purpose of financial management?
A.
To agree to the business requirements for managing the finance systems
B.
To agree to the operating policies for the finance systems
C.
To secure to the appropriate software programs for financial systems
D.
To secure to the appropriate funding for IT services
17.
Which of these is not part of the scope of financial management?
A.
Budgeting
B.
Consolidating
C.
Accounting
D.
Charging
18.
Which of these is/are recommended elements of a business case?
A.
1, 2, 3, 4, and 5
B.
2, 3, 4, and 5
C.
1, 2, 3, and 4
D.
1, 3, and 5
19.
Which of these is a purpose of business relationship management (BRM)?
A.
Manage the services provided to a customer
B.
Establish a mechanism for recording service requests from the customer
C.
Establish a relationship between the service provider and the customer
D.
Manage the funding for services provided to a customer
20.
Which of these statements about business relationship management (BRM) is most correct?
A.
BRM focuses on the relationship with users through the service desk.
B.
BRM monitors the service targets for all services.
C.
BRM reviews all service changes.
D.
BRM focuses on a high-level relationship with customers.
21.
Which of the following is not a recognized source of IT best practices according to ITIL?
A.
Proprietary knowledge
B.
Industry standards
C.
Training
D.
Auditors
22.
Which of the following is a reason an organization might want to adopt ITIL best practices?
A.
Advice on the technical specification of infrastructure
B.
Advice on business strategy
C.
Development of programming techniques
D.
Management of IT services and budgetary controls
23.
Which of the following is the correct description of a service?
A.
Restores normal operations as soon as possible
B.
Delivers value to customers, without ownership of specific costs and risks
C.
Investigates the underlying cause of issues
D.
Monitors targets according to contractual obligations
24.
What is this? “The result of carrying out an activity, following a process, or delivering an IT service.”
A.
A procedure
B.
A work instruction
C.
An outcome
D.
An input
25.
What is an IT service made up of?
A.
A combination of information technology, people, and processes
B.
A combination of best practices, information technology, and outcomes
C.
A combination of best practices, outcomes, and inputs
D.
A combination of controls, outcomes, and inputs
26.
Which of these is not a recognized type of service according to ITIL?
A.
Core service
B.
Supplier service
C.
Enabling service
D.
Enhancing service
27.
Which of these statements is/are correct?
A.
1 only
B.
2 only
C.
Both
D.
Neither
28.
Which of these statements describes an IT service provider?
A.
A third-party service provider delivering components of services
B.
A business unit responsible for IT processes
C.
A function that provides controls for IT infrastructure
D.
A service provider that provides IT services to internal or external customers
29.
How many service provider types does ITIL identify?
A.
1
B.
2
C.
3
D.
4
30.
Which of these is not a characteristic of a process?
