Service strategy

1. Which of the following are part of risk management?

a. Analysing the risks
b. Identifying the risks
c. Mitigating the risks
d. Documenting the risks
=> all of the above
2. A business case shoud include business objectives that focus on which of the following areas?
a. Operational, financial, industry, strategic
b. Financial, strategic, technical, management => not technical, not management
c. Operational, financial, technical, improvement => not improvement
d. Financial, service, customer, operational => not service, not customer
3. Which of the following is NOT an objective of service strategy?
a. To provide an understanding of what strategy is
b. A clear identification of the definition of services and the customers who use them
c. To support the evolving needs of all other service management processes for service catalogue
information, including all interface and dependency information => Service catalogue
management
d. A means to idetify opportunities to provide services and how to exploit them
4. What is the term used to describe the result of carrying out an activity, following a process, or delivering an
IT service
a. Service management
b. An outcome
c. Performance indicator
d. Measures
5. Which of the following does an service portfolio clarify?
a. Why a customer should buy the services
b. How resources and services should be allocated
c. What the cost of services are to the customer
d. What service contracts cover each supplier => not service protfolio, part of service management
6. What are the three types of service?
a. Core, enabling and enhancing
b. IT, business and third party
c. Major, minor and emergency
d. Normal, standard and emergency
7. Third parties repsonsible for providing goods for services that are required to deliver IT services are
referred to as what?
a. Vendor
b. Suplliers
c. Providers
d. Outsourcers
=> All of above
8. In order to link each service to a business outcome, internal service providers must work with which of
 following groups?
a. External service providers
b. Service owners
c. Business Units
d. Process managers
9. Within ITIL, defining policies, rules, boundaries and strategy are part of which area of service management?
a. Strategy
b. Design
c. Gevernance
d. Management
10. Which of the following is the BEST description of an external customer?
a. Organizations that are separate legal entities and that work in the same organization as the
service provider
b. Organizations that fund the service directly in the form of revenue
c. Organizations whose staff report directly to the chief information officer (CIO)
d. Organizations who have the same overall objectives and strategy
11. In what ways does service automation improve the utility and warranty of services?
a. Automated systems can operate 24 hours a day, reducing the restrictions on time of access
b. Automated resources can responsd to capacity changes more easily that adding or removing
human resources
c. Codified knowledge is easier to capture and distribute in an organization
d. Service automation can reduce cost and risks for the organization
=> all of above
12. Governance does NOT include which of the following?
a. Taking actions to resolve issues
b. Defining roles and responsibilities
c. Policies and strategy
d. Measuring service performance => not belong to Governace, part of SLM
13. Agreed levels of service must be provided to which of the following?
a. Internal customers who fund the IT department budget
b. External customers who pay for service agreements
c. Internal and external customers in general
d. Internal or external customers who specify that they need an SLA
=> all of above
14. Which of the following does a service level agreement (SLA) describe?
a. the IT service
b. Service level targets
c. Service availability
d. Hours of support
=> all of above
15. What are the three main processes within financial management for IT services?
a. Costing, valuation and budgeting
b. Budgeting, charging and accounting
 c. Accounting, costing and budgeting
d. Planning, costing and accounting
16. Which of the following could be examples of an internal service?
a. The IT department provides report printing to an business unit
b. an IT dpeartment the provides server space to another IT department
c. A data storage service that is measured by an service level agreement (SLA)
d. An IT dpearment that has a contract to provide email services => when including D => external
customer
17. Which of the following are the CORRECT reasons for differentiating between internal and external
services?
a. To specify which service should be charged at a retail rate and which at a wholesale rate
b. To ensure that internal customers don't have access to external services
c. To specify which services support an internal activity
d. To identify which services support a business outcome
18. Which of the following is NOT a supplier? (supplier is external 3rd-party org)
a. A type II service provider => shared services unit, internal to organization
b. A third-party organization
c. A hardware vendor
d. A type III service provider
19. Which of the following are objectives of service strategy?
a. A clear service provision model that articulates how services will be delivered and for what purpose
b. The provision of processes that define the strategy of the organization, the servicess that will achieve the strategy,
the level of investment that will be required, the levels of demand, and the means to ensure a working relationship exists
between the customer and service provider
=> both 1 & 2
20. What is the correct definition of IT service management (ITSM)?
a. The processes and functions used to support IT services
b. The implementation and management of quality IT services that meet the needs of the business
c. The managment of processes and functions to meet required business outcomes
d. The implementation of IT processes, roles and functions to support the needs of the business
21. What is the term used by ITIL to decribe a decision support and planning tool that projects the likely consequences of a
business action?
a. Business impact analysis (BIA) => projecting impact and the risk of service failure
b. Business process model => not ITIL term
c. Business case
d. Business projection method => not ITIL term
22. Which of the following is the BEST definition of a customer?
a. The person or group who purchases goods or services
b. The internal business user of an IT service
c. The person or group who uses the service on a daily basis
d. The person or group who is responsible for supplying goods and services to deliver IT services
23. Which of the following sources generate best practices?
a. Standards
 b. Industry practices
c. Academic research
d. Internal experience
=> All of the above
24. Service strategy provides value to the business in which of the following ways?
a. By supporting the creation and maintenace of a porfolio of quantified services that will enable the
business to achieve a positive return on its investment in services
b. By facilitating the design of processes, functions and services in line with the strategy of the
business
c. By enabling a successful transition of new or changed services into the live environment with
minimal re-work
d. By ensuring a common understanding of IT services and improved relationships between the
custiomer and service provider by utilizing the serive catalogue as a marketing and communication tool
(b,c,d are related to service design, service transition and specifically the service catalogue)
25. Which of the following ae objectives of service strategy?
a. Provide the means for the service provider to organize itself so that it can provide services in an
efficient and effective manner
b. Facilitate functional and transparent communication between customer and the service provider,
so that both have a consistent understanding of what is required and how it will be delivered
c. Provide quick and effective access to standard service that business staff can use to improve their
productivity or the quality of business services and products => objective of service operation
26. Which of the following is NOT characteristic of an process?
a. It is performance-driven and measurable
b. IT exists o deliver specific results
c. It is a set of activities, responsibilities and authorities
d. IT delivers primary results to a customer or stakeholder
27. Which of following BEST describes the economic value of a service?
a. The total value that the customer perceives in the ability to meeting desired outcomes
b. The positive financial value minus the negative financial value
c. The gains minus the losses from utilizing the service
d. Efficiency in operation plus the return on investment (ROI)
28. Which of the following lists contains ONLY 'operational' objectives for a business case?
a. Minimize risks, improve efficiencies and increase productivity
b. Improve efficiencies, introduce new products or services and avoid costs
c. Increase reliability, shorten development time and improve return on assets (ROA)
d. Meet contractual obligations, increase market share and reduce customer complaints
(b, c, d are non-operational areas such as financial, strategic and industry)
29. What is the main difference between users and customers?
a. There is no difference between users and customers
b. Some users do not use the IT service directly
c. Some customers do not use the IT service directly
d. Customers do not use the IT service directly
30. Which of the following are sources for best practice?
 a. Frameworks
b. Academic research
c. Customers
d. Compliance
31. ITIL states that there are characteristics of value. Which of the following is NOT a characteristic of value?
a. The service or product has an affordable mix of features
b. Services are designed with IT use in mind
c. Value changes over time and circumstance
d. Services achieve customer-defined objectives
32. Which of the following areas could benefit from automation of service management?
a. Design and modelling
b. Service catalogue
c. Pattern recognition and analysis
d. Detection and monitoring
=> All of above
33. Which of these options is NOT an objective of business relationship management?
a. Indentify changes to the customer environment that could potentially impact the type, level or
utilization of services provided
b. Ensure that all service management processes, operational level agreements (OLAs) and
underpinning contracts(UCs) are appropriate for the agreed service level targets => purpose of
service level management
c. Ensure that the service provider undersands the customer's perspective of service, and is therefore
able to prioritize its services and service assets appropriately
d. Ensure high levels of customer satisfaction, indicating that the service provider is meeting the
customer's requirements
34. What is a primary measure of business relationship management
a. Achieving agreed levels of service
b. Customer satisfaction level
c. Conflicts resolved between the business and the IT department
d. Avoiding breach of service penalties
35. Which of the following terms CORRECTLY describes the element of the service that is deemed 'fit for purpose'?
a. Warranty
b. Value
c. Aligned
d. Utility
36. Which of the following are types of service provider according to ITIL?
a. Type I: internal service provider
b. Type II: share service unit
c. Type III: external service service provider
d. Type IV: managed service provider
37. Which of the following descriptions of utility is MOST correct?
a. Utitlity provides value to the business by ensuring a service can meet the demands of growth => warranty
b. Utitlity is important to business because it ensures a service is able to meet its required outcome
 c. Utitlity ensures that a service is available in a commodity-like way to all business users
d. Utitlity guarantees that a service will perform to its established service availablility levels
38. Services facilitate outcomes by
a. Enhancing performance of associated tasks
b. Reducing the effects of constraints
c. Performing a task
d. Ensuring constraints for security
39. Which of these is the BEST definition of a supplier?
a. The person or group who purchases goods or services
b. The external business user of an IT service
c. The person or group who uses the service on a daily basis
d. The person or group responsible for supplying goods or services to deliver IT services
40. Which of the following is the CORRECT definition of an 'Outcome'?
a. The activities a service provider carries out that hapen following the use of a process
b. The intended or actual results of carrying out an activity, following a process, or delivering an IT service
c. The actual results from measuring a service level over a defined period of time
d. The term for a problem that has identified what is causing an incident to recur
41. Which of the following is NOT an example of service automation?
a. Optimization of computing resources
b. Storing process knowledge
c. Automatic routeing of incident records
d. Completing a customer satisfaction survey => require human interaction
42. Which of the following are objectives of financial management for IT services?
a. Facilitating good stewardship of service and customer assets
b. Understanding the relationship between expenses and income
c. Accounting for money spent on the creaton of services
d. Evaluating the financial impact of new or changed strategies
=> all of the above
43. Which of the following is NOT an objective of service profolio management (SPM)?
a. To track all of the components that make up a service and their relationship to other services =>
description of configuration managment system (CMS) and configuration items (CIs)
b. Control which services are offered, under what conditions and at what level of investment
c. Maintain the definitive porfolio of services provided and the business outcomes it supports
d. Analyse which services are no longer viable and when they should be retired
44. Which ITIL Process has the objective of facilitating good stewardship of service and customer assets to
ensure that the organization meets its objectives?
a. Availability management (AM)
b. Information security management (ISM)
c. Financial management for IT service
d. Service catalogue management
45. Which of these is the BEST definition of an outcome?
a. The result of the actions of IT delivering a service to the business
b. A notification produced by the event management
 c. An expected result of a service change
d. The result of carrying out an activity, following a process, or delivering an IT service etc
46. What is the BEST definition of a stakeholder?
a. A role which manages project resources, activities and deliverables
b. A person who has an interest in an organization, project, IT service, etc
c. A manager who is accountable, responsible, consulted and informed about specific deliverables
d. A customer or user who is accountable, responsible, consulted and informed about specific
deliverables
47. ITIL is adopted by organizations for which of the following reason?
a. To manage knowledge
b. To adopts a standard approach to service management
c. To optimize and reduce costs
d. To inegrate business and IT strategies
=> all of above
48. What are the characteristics of a supplier?
a. Hardware, software vendors, telecom providers and outsourcing organizations
b. A third part responsible for supplying goods or services required to deliver IT services
=> Both a b
49. What is the correct definition of a service provider?
a. A department supplying services to one or more internal customers
b. A department supplying services to one or more external customers
c. An organization supplying resources and capabilities to both internal and external customers and
users
d. An organization supplying services to one or more internal or external customers
50. What is the correct definition of service management?
a. A set of specialized organizational capabilities for providing value to customers in the form of
services
b. A selection of best-practice processes for providing efficient and effective services
c. Managed services providing value to an end user by facilitating business outcomes
d. A set of functions and processes ensuring IT services provide value to the business
51. An area of IT that provides shared services is also referred to as what?
a. A Type I service provider
b. An Type II service provider
c. An type III service provider
d. A Type II or III service provider
52. What does ITIL provide guidance on?
a. IT service management (ITSM) processes and functions
b. The provison of quality IT service
=> both a & b
53. When a customer's business changes, which ITIL proces identifies the change and the impact it might have
on service utilization?
a. Service porfolio management (SPM)
b. Capacity management
 c. Change management
d. Business relationship management
54. Which ITIL process ensures that the service provider is able to meet the customer needs as business needs
change over time and between curcumstances?
a. Service level management (SLM)
b. Capacity management
c. Business relationship management => sole responsibility for ensuring service providers meet
customer needs
d. Change management
55. Which following lists contain the CORRECT elements of service capability?
a. Capability, management, information, people, processes, organization
b. Organization, knowledge, information, people, applications
c. People, process, organization, knowledge, management
d. Infrastructure, applications, financial capital, people, information
56. According to the ITIL definition, an IT service is made up of which of the following?
a. Technology, information, people, data
b. Processes, products, technology, services
c. Assets, resources, utility and warranty
d. Information technology, people, processes
57. When managing risks, which of the following is the CORRECT approach?
a. Identify the risks, analyse them, and report on them at defined points in the project
b. Identify the risks, analyse them, document them and review them periodically during project
c. Idenfity the risks, analyse them, document them and review them periodically and when any change
occurs in the project
d. Idenfity the risks , analyse them, document them and review them at each project milestone
58. Which of the following is the BEST description of a service porfolio?
a. The service porfolio represents all the resources presently engaged or being released in various
stages of the service lifecycle
b. The service porfolio represents all the investments a business will ever make
c. A service porfolio includes only services that a funded
d. A service porfolio is a collection of services that an service provider is capable of offering
59. Which of the following statements are FALSE?
a. A service level agreement (SLA) specifies the responsibilities of the customer
b. A SLA may cover multiple IT services
c. A SLA will only cover a single customer
d. A SLA specifies the responsibilities of the IT service provider
60. What are patterns of business acitivity (PBAs) used for?
a. Understanding the interactions with customers, suppliers, partners and other stakeholders to be
able to plan for different levels of business activity
b. Organizing the customer and service assets based on the tasks they are completing
c. As representatons of the dynamics of how business outcomes are achieved
d. To manage the demand for service components used to deliver the services and influence customer
behavior
61. Which of the following is NOT a characteristic of ITIL practices?
a. Vendor neutral
b. Highly prescriptive
c. Best practice
d. Public domain
62. What is the CORRECT stated purpose of financial management for IT services according to ITIL?
a. Securing the appropriate level of funding for services
b. Defining the level of service available funds can offer
c. Forecasting the needed capacity for cost efficiencies
d. Balancing the cost of availability with the level of service predicted
63. Which ITIL process is the primary area for strategic communication with customers, service providers and
the service provider's application development teams?
a. Business relationship management
b. Strategy generation
c. Supplier management
d. Service desk
64. What is the primary concern of service porfolio management (SPM)?
a. That all services have been documented in the service porfolio
b. That customers are aware of the services they have access to
c. That the service provider is able to generate value form the services in the portfolio => primary
d. That the portfolio reflects the investment strategy of the organization
65. Value should be defined in terms of three areas. Which of the following is the correct list of these?
a. Service requirements, business outcomes and customer perceptions
b. Business outcomes, customer perceptions and preferences
c. Customer perceptions, service targets and business outcomes
d. Customer preferences, service requirements and service tartgets
66. Resources and capabilities can be defined as which of the following?
a. Customer and user assets
b. Customer and business assets
c. Hardware and software assets => Financial assets
d. Customer and service assets
67. What is used to document agreements between the IT service provider and the customer?
a. Service level agreement (SLAs)
b. Operational level agreements (OLAs)
c. Tactical level agreements
d. Business relationship maangement
68. Which of the following are ways to classify a service?
a. Enabling, standard or packaged
b. Core, enabling or enhancing
c. Packaged, enhancing or core
d Standard, packaged or enhancing
69. Services can enter the service pipline in which of the following ways?
a. A customer identifies a new business opportunity that requires IT support
 b. Continual service improvement (CSI) identifies a current gap in the service portfolio
c. A new technology is available and can create new business opportunities
d. A service provider's strategy identifies a new opportunity
=> all of above
70. What is a process?
a. A team or group of people and the tools or other resources they use to carry out activities
b. A structured set of activities designed to accomplish a specific objective
71. Which of the following is the BEST definition of a user?
a. The person or group who purchases goods or services
b. The person or group who defines or agrees the service level targets
c. The person or group who uses the service on a daily basis
d. The person or group responsible for supplying goods or services to deliver IT services
72. The to aspects of service strategy are to define a strategy whereby a service provider will deliver services to
meet a customer's business outcomes, and which of the following?
a. How to manage customer satisfaction
b. How to manage those services
c. How to optimize risk
d. How to optimize service operation
73. Which of the following are components of a service portfolio?
a. Service catalogue
b. Configuration management system (CMS)
c. Service pipeline
d. Project portfolio
74. What is the purpose of the service strategy stage of the lifecycle?
a. To design IT services to effectively that minimal improvement during their lifecycle will be required
b. To design IT services, together with the governing IT practices, processes and policies, to realize the
service provider's strategy
c. To create an IT strategy, and manage the service portfolio and financial management for IT services
d. To define the perspective, position, plans and patterns that a service provider needs to be able to
execute to meet an organization's business outcomes
75. With regard to service management in genral, which elements are automation said to improve?
a. Release planning
b. Change reviews
c. Risk registers
d. Utility and warranty of service
76. Which of the following are reasons why a service might be in the service pipeline?
a. A customer requests a new service
b. A service is under-utilized and is being phased out => retired
c. A business outcome is under-served by current services
d. Continual service improvement (CSI) processes identify a gap in the current serive portfolio
77. In order to handle routine service requests with automation, what is required?
a. The requests have to be identified, classified and routed to automated units or self-service options
b. Patterns of business activity (PBAs) that exist with each customer need to be studied
 => both a & b
78. What does service portfolio management (SPM) evaluate?
a. The value of services throughout their lifecycle
b. The cost of services throughout their lifecycle
c. The investment strategy for services throughout their lifecycle
d. None of the above
79. Which of the following describes the purpose of financial management for IT services?
a. Secured the appropriate level of funding to design
b. A gatekeeper that ensures that the service provider deos not commit to services they are not able
provide
c. Identifies the balance between the cost and quality of the service
d. Maintains the balance of supply and demand between the service provider and their customers
=> all of above
80. Which of the following BEST describe two cycles within accounting, budgeting and charging as part of
financial management for IT services?
a. Evaluating cycle and planning cycle
b. Operational cycle and planning cycle
c. Planning cycle and lifecycle
d. Forecasting cycle and planning cycle
81. Which of the following statements are FALSE about customers?
a. The person or group who purchases goods or services
b. The person or group who defines and agrees service level targets
c. The person or group who uses the service on a daily basis
d. A term that sometimes used informally to mean user
82. Which of the following is a CORRECT description of 'warranty'?
a. That a service is fit for purpose => Utility
b. Warranty is how a service is delivered
c. Warranty is what a service does => Utility
d. That a service is fit for use
83. What is a function?
a. A team or group of people and the tools or other resources they use to carry out activities
b. A structured set of acitivities designed to accomplish a specific objective => process
84. During an implementation of service management, who is responsible for ensuring that risks are
mitigated?
a. Process owner
b. Project manager
c. Service manager
d. Prject sponsor