ITIL Service Strategy Question Pool

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ITIL Service Strategy Question Pool

84 Questions in this pool.

1 The two 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?
Select ONE answer

  • a. How to manage customer satisfaction
  • b. How to manage those services
  • c. How to optimize risk
  • d. How to optimize service operation
b 

Explanation
ITIL Service Strategy: 1.1.2 Scope The two aspects of service strategy covered in ITIL Service Strategy are:

  • Defining a strategy whereby a service provider will deliver services to meet a customer's business outcomes.
  • Defining a strategy for how to manage those services.

Glossary Term: Service Strategy

2 Which of the following BEST describes the economic value of a service?
Select ONE answer

  • a. The total value that the customer perceives in the ability to meet 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 operations plus the return on investment (ROI).
a

Explanation
ITIL Service Strategy: 3.2.3.1 Creating value. Options b, c, and d are fictitious statements. Only a is a valid option and therefore the best option.

3 Which of these is the BEST definition of a supplier?
Select ONE answer

  • a. The person or group who purchases good 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 good or services to deliver IT services.
d

Explanation
ITIL Service Strategy: 2.1.5 Stakeholder in service management
Glossary Term: supplier

4 What is used to document agreements between the IT service provider and the customer?
Select ONE answer

  • a. Service level agreements (SLAs).
  • b. Operational level agreements (OLAs)
  • c. Tactical level agreements
  • d. Business relationship management
a

Explanation
ITIL Service Strategy: 2.1.3 IT service management
Glossary Term: Service level agreement (SLA)

5 Services facilitate outcomes by:
1. Enhancing performance of associated tasks
2. Reducing the effects of constraints
3. Performing a task
4. Ensuring constraints for security
Select ONE answer

  • a. 1, 3, and 4 only
  • b. 1 and 2 only
  • c. 3 and 4 only
  • d. 1, 2, and 3 only
d

Explanation
ITIL Service Strategy: 2.1.1 Services
Glossary Term: service

6 ITIL is adopted by organizations for which of the following reasons?
1. To manage knowledge
2. to adopt a standard approach to service management
3. To optimize and reduce costs
4. To integrate business and IT strategies
Select ONE answer

  • a. 1 and 3 only
  • b. 2 and 3 only
  • c. 1, 2, 3, and 4
  • d. 1, 2, and 3 only
c

Explanation
ITIL Service Strategy: 1.4 Why is ITIL so successful?
Glossary Term: customer

7 Which of the following could be examples of an 'internal service'?
1. The IT department provides report printing to a business unit.
2. An IT department that provides server space another IT department
3. A data storage service that is measured by a service level agreement (SLA) 4. An IT department that has a contract to provide email service.
Select one answer

  • a. 1, 3, and 4 only
  • b. 2, 3, and 4 only
  • c. 1, 2, and 3 only
  • d. All of the above
c

Explanation
ITIL Service Strategy: 3.2.2.3 Internal and external services
Contracts are external

8 In what ways does service automation improve the utility and warranty of services? 1. Automated services can operate 24 hours a day, reducing the restrictions on time of access. 2. Automated resources can respond to capacity changes more easily than adding or removing human resources. 3. Codified knowledge is easier to capture and distribute in an organization. 4. Service automation can reduce cost and risks for the organization. Select ONE answer

  • a. 1, 2, and 3 only
  • b. 1, 3, and 4 only
  • c. None of the above
  • d. All of the above
d

Explanation
ITIL Service Strategy: 8.2 Service Strategy

9 Which of the following are ways to classify a service?
Select ONE answer

  • a. Enabling, standard or packaged
  • b. Core, enabling or enhanced
  • c. Packaged, enhanced or core
  • d. Standard, packaged or enhancing
b

Explanation
ITIL Service Strategy: 2.1.1 Services
Related glossary term: core service

10 Which of the following is NOT a supplier?
Select ONE answer

  • a. A Type II service provider
  • b. A third-party organization
  • c. A hardware vendor
  • d. A Type III service provider
a

Explanation
ITIL Service Strategy: 2.1.4 Service providers
ITIL Service Strategy: 2.1.5 Stakeholders in service management
A Type II provider is known as a shared services unit and is internal to the organization.
A supplier is an external third-party organization.

11 Within ITIL, defining policies, rules, boundaries and strategy are part of which area of service management?
Select ONE answer

  • a. Strategy
  • b. Design
  • c. Governance
  • d. Management
c

Explanation
ITIL Service Strategy: 2.3.1 Governance
The inclusion of rules, policies, boundaries and strategy are part of governance.
Related glossary term: governance

12 What is a primary measure of business relationship management?
Select ONE answer

  • 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
b

Explanation
ITIL Service Strategy: Table 4.10 Differences between business relationship management and service level management.
Related glossary term: business relationship management.

13 Governance does NOT include which of the following?
Select ONE answer

  • a. Taking actions to resolve issues
  • b. Defining roles and responsibilities
  • c. Policies and strategy
  • d. Measuring service performance
d

Explanation
ITIL Service Strategy: 2.3.1 Governance.
Measuring service performance is part of the SLA.
Related glossary term: governance

14 Which of the following are types of service provider according to ITIL?
1. Type I: internal service provider
2. Type II: shared services unit
3. Type III: external service provider
4. Type IV: managed service provider
Select ONE answer

  • a. 1, 2, and 4 only
  • b. 1, 3, and 4 only
  • c. 1, 2, and 3 only
  • d. 1, 2, 3, and 4 only
c

Explanation
ITIL Service Strategy: 2.1.4 Service Providers.
Type IV is fictitious. All others are defined in ITIL as service provider type. Related glossary term: Service Type 1, 2, and 3 providers.

15 Which of the following is a CORRECT description of 'warranty'?
1. That a service is fit for purpose
2. Warranty is how a service is delivered
3. Warranty is what a service does
4. That a service is fit for use
Select ONE answer

  • a. 1 and 3 only
  • b. 2 and 4 only
  • c. 2 and 3 only
  • d. All of the above
b

Explanation
ITIL Service Strategy: 2.1.6 Utility and warranty
Options 1 and 3 are descriptions of service utility
Related glossary term: utility

16 In order to handle routine service requests with automation, what is required? 1. The requests have to be identified, classified and routed to automated units or self-service options. 2. Patterns of business activity (PBAs) that exist with each customer need to be studied. Select ONE answer

  • a. 1 only
  • b. 2 only
  • c. Both 1 and 2
  • d. None of the above
c

Explanation
ITIL Service Strategy: 7.1 Service automation

17 Which of the following areas could benefit from automation of service management?
1. Design and modelling
2. Service Catalogue
3. Pattern recognition and analysis
4. Detection and monitoring
Select ONE answer

  • a. 2 and 4 only
  • b. 2 only
  • c. 4 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 7.1 Service automation

18 When managing risks, which of the following is the CORRECT approach?
Select ONE answer

  • a. Identify the risks, analyze them, and report on them at defined points in the project.
  • b. Identify the risks, analyze them, document them and review them periodically during the project.
  • c. Identify the risks, analyze them, document them and review them periodically and when any change occurs in the project.
  • d. Identify the risks, analyze them, document them and review them at each project milestone.
c

Explanation
ITIL Service Strategy: 5.6.5.2 Managing risks
Related Glossary term: risk management

19 What are the characteristics of a supplier?
1. Hardware, software vendors, telecom providers and outsourcing organizations.
2. A third party responsible for supplying good or services required to deliver IT services
Select ONE answer

  • a. 1 only
  • b. 2 only
  • c. Both 1 and 2
  • d. None of the above
c

Explanation
ITIL Service Strategy: 2.1.5 Stakeholders in service management
Related Glossary term: supplier

20 What is the primary concern of service portfolio management (SPM)? Select ONE answer

  • a. That all services have been documented in the service portfolio
  • b. That customers are aware of the services they have access to
  • c. That the service provider is able to generate value from the services in the portfolio
  • d. That the portfolio reflects the investment strategy of the organization.
c

Explanation
ITIL Service Strategy: 4.2.2 Scope of service portfolio management
Related Glossary term: service portfolio

21 Which of the following is the BEST definition of a customer?
Select ONE answer

  • 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 or services to deliver IT services
a

Explanation
ITIL Service Strategy: 2.1.5 Stakeholders in service management
Related Glossary term: customer

22 Which of the following are objectives of service strategy?
Select ONE answer
1. Provide the means for the service provider to organize itself so that it can provide services in an efficient and effective manner.
2. Facilitate functional and transparent communication between the customer and the service provider, so that both have a consistent understanding of what is required and how it will be delivered.
3. Provide quick and effective access to standard services that business staff can user to improve their productivity or the quality of business services and products.
Select ONE answer

  • a. 1 only
  • b. 2 only
  • c. 1 and 2
  • d. 1, 2 and 3
c 

Explanation
ITIL Service Strategy: 1.1.4 Value to business
Glossary Term: service strategy

23 Which of these options is NOT an objective of business relationship management?
Select ONE answer

  • a. Identify 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.
  • c. Ensure that the service provider understands 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.
b

Explanation
ITIL Service Strategy: 4.5.1 Purpose and objectives of business relationship management
Glossary Term: business relationship management

24 Which of the following is the BEST definition of a user?
Select ONE answer

  • 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
c

Explanation
ITIL Service Strategy: 2.1.5 Stakeholders in service management
Related Glossary term: user

25 An area of IT that provides shared services is also referred to as what?
Select ONE answer

  • a. A Type I service provider
  • b. A Type II service provider
  • c. A Type III service provider
  • d. A Type II or III service provider
b

Explanation
ITIL Service Strategy: 2.1.4 Service providers
Glossary Term: service provider

26 Which of the following is the CORRECT definition of an 'outcome'?
Select ONE answer

  • a. The activities a service provider carries out that happen 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
b

Explanation
ITIL Service Strategy: 2.1.1 Services
Glossary Term: outcome

27 Which of the following is NOT an objective of service portfolio management (SPM)?
Select ONE answer

  • a. To track all of the components that make up a service and their relationship to other services
  • b. Control which services are offered, under what conditions and at what level of investment
  • c. Maintain the definitive portfolio of services provided and the business outcomes it supports
  • d. Analyze which services are no longer viable and when they should be retired
a

Explanation
ITIL Service Strategy: 4.2.1 Purpose and objective
Glossary Term: service portfolio management (SPM)

28 Which of the following is NOT characteristic of a process?
Select ONE answer

  • a. It is performance-driven and measurable
  • b. It exists to deliver specific results
  • c. It is a set of activities, responsibilities and authorities
  • d. It delivers primary results to a customer or stakeholder
c

Explanation
ITIL Service Strategy: 2.2.2 Process
Glossary Term: process

29 Which of the following are the CORRECT reasons for differentiating between internal and external services?
1. To specify which service should be charged at a retail rate and which at a wholesale rate
2. To ensure that internal customers don't have access to external services
3. To specify which services support an internal activity
4. To identify which services support a business outcome
Select ONE answer

  • a. 1 and 3 only
  • b. 2 and 4 only
  • c. 3 and 4 only
  • d. All of the above
c

Explanation
ITIL Service Strategy: 3.2.2.3 Internal and external services

30 In order to link each service to a business outcome, internal service providers must work with which of the following groups?
Select ONE answer

  • a. External service providers
  • b. Service owners
  • c. Business units
  • d. Process managers
c

Explanation
ITIL Service Strategy: 4.2.2 Scope of service portfolio management
Glossary Term: business unit

31 What is the main difference between users and customers?
Select ONE answer

  • 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
c

Explanation
ITIL Service Strategy: 2.1.5 Stakeholders in service management
Glossary Term: user

32 Third parties responsible for providing goods or services that are required to deliver IT services are referred to as what?
1. Vendors
2. Suppliers
3. Providers
4. Outsourcers
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 2, 3 and 4 only
  • c. 1, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 2.1.5 Stakeholders in service management
Glossary Term: supplier

33 Which of the following statements are FALSE?
Select ONE answer

  • a. A service level agreement (SLA) specifies the responsibilities of the customer
  • b. An SLA may cover multiple IT services
  • c. An SLA will only cover a single customer
  • d. An SLA specifies the responsibilities of the IT service provider
c

Explanation
ITIL Service Strategy: 2.1.3 IT service management
Glossary Term: service level agreement (SLA)

34 Services can enter the service pipeline in which of the following ways?
1. A customer identifies a new business opportunity that requires IT support
2. Continual service improvement (CSI) identifies a current gap in the service portfolio
3. A new technology is available and can create new business opportunities
4. A service provider's strategy identifies a new opportunity.
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 1, 3 and 4 only
  • c. 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 4.2.4.1 The service portfolio
Glossary Term: service pipeline

35 Which ITIL process ensures that the service provider is able to meet the customer needs as business needs change over time and between circumstances?
Select ONE answer

  • a. Service level management (SLM)
  • b. Capacity management
  • c. Business relationship management
  • d. Change management
c

Explanation
ITIL Service Strategy: 4.5.1 Purpose and objectives of business relationship management
Glossary Term: business relationship management

36 Which of the following describes the purpose of financial management for IT services?
1. Secures the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization
2. A gatekeeper that ensures that the service provider does not commit to services they are not able to provide
3. Identifies the balance between the cost and quality of the service
4. Maintains the balance of supply and demand between the service provider and their customers
Select ONE answer

  • a. 2 and 4 only
  • b. 2, 3 and 4 only
  • c. 1 and 2 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 4.3.1 Purpose and objectives
Glossary Term: financial management for IT services

37 Which of the following BEST describe two cycles within accounting, budgeting and charging as part of financial management for IT services?
Select ONE answer

  • a. Evaluating cycle and planning cycle
  • b. Operational cycle and planning cycle
  • c. Planning cycle and lifecycle
  • d. Forecasting cycle and planning cycle
b

Explanation
ITIL Service Strategy: 4.3.2 Scope of financial management for IT services
Glossary Term: financial management for IT services

38 According to the ITIL definition, an IT service is made up of which of the following?
Select ONE answer

  • a. Technology, information, people, data
  • b. Processes, products, technology, services
  • c. Assets, resources, utility and warranty
  • d. Information technology, people, processes
d

Explanation
ITIL Service Strategy: 2.1.1 Services
Glossary Term: IT service

39 Which of the following does a service level agreement (SLA) describe?
1. The IT service
2. Service level targets
3. Service availability
4. House of support
Select ONE answer

  • a. 1 and 2 only
  • b. 1 and 3 only
  • c. 1, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 2.1.3 IT service management
Glossary Term: service level agreement (SLA)

40 Which of the following is NOT an objective of service strategy?
Select ONE answer

  • 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
  • d. A means to identify opportunities to provide services and how to exploit them
c

Explanation
ITIL Service Strategy: 1.1.1 Purpose and objectives of service strategy
Glossary Term: service strategy

41 What does ITIL provide guidance on?
1. IT service management (ITSM) processes and functions
2. The provision of quality IT service
Select ONE answer

  • a. 1 only
  • b. 2 only
  • c. Neither
  • d. Both 1 and 2
d

Explanation
ITIL Service Strategy: 1 Introduction

42 Which of the following are sources for best practice?
1. Frameworks
2. Academic research
3. Customers
4. Compliance
Select ONE answer

  • a. 1 and 2 only
  • b. 1, 3 and 4 only
  • c. 3 and 4 only
  • d. All of the above
a

Explanation
ITIL Service Strategy: 2.1.7 Best practices in the public domain
Glossary Term: customer

43 During an implementation of service management, who is responsible for ensuring that risks are mitigated?
Select ONE answer

  • a. Process owner
  • b. Project manager
  • c. Service manager
  • d. Project sponsor
b

Explanation
ITIL Service Strategy: 5.6.5.2 Managing risks

44 Which of the following is NOT a characteristic of ITIL practices?
Select ONE answer

  • a. Vendor neutral
  • b. Highly prescriptive
  • c. Best practice
  • d. Public domain
b

Explanation
ITIL Service Strategy: 1.4 Why is ITIL so successful?

45 A business case should include business objectives that focus on which of the following areas?
Select ONE answer

  • a. Operational, financial, industry, strategic
  • b. Financial, strategic, technical, management
  • c. Operational, financial, technical, improvement
  • d. Financial, service, customer, operational
a

Explanation
ITIL Service Strategy: 3.6.1.1 Business case
Glossary Term: business case

46 Agreed levels of service must be provided to which of the following?
1. Internal customers who fund the IT department budget
2. External customers who pay for service
3. Internal and external customers in general
4. Internal or external customers who specify that they need an SLA
Select ONE answer

  • a. 1 and 2 only
  • b. 2 and 4 only
  • c. 1, 2 and 3 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 3.2.1.2 Internal and external customers

47 Which ITIL process has the objective of facilitating good stewardship of service and customer assets to ensure that the organization meets its objectives?
Select ONE answer

  • a. Availability management (AM)
  • b. Information security management (ISM)
  • c. Financial management for IT services
  • d. Service catalogue management
c

Explanation
ITIL Service Strategy: 4.3.1
Glossary Term: financial management

48 Which of the following BEST describes the economic value of a service?
Select ONE answer

  • a. The total value that the customer perceives in the ability to meet 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)
a

Explanation
ITIL Service Strategy: 3.2.3.1 Creating value

49 What does service portfolio management (SPM) evaluate?
Select ONE answer

  • 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
a

Explanation
ITIL Service Strategy: 4.2.2 Scope of service portfolio management
Glossary Term: service portfolio

50 Which ITIL process is the primary area for strategic communication with customers, service providers and the service provider's application development teams?
Select ONE answer

  • a. Business relationship management
  • b. Strategy generation
  • c. Supplier management
  • d. Service desk
a

Explanation
ITIL Service Strategy: 4.5.2. Scope of business relationship management
Glossary Term: business relationship management

51 What is a function? 1. A team or group of people and the tools or other resources they use to carry out activities 2. A structured set of activities designed to accomplish a specific objective
Select ONE answer

  • a. 1 only
  • b. 2 only
  • c. 1 and 2
  • d. None of the above
a

Explanation
ITIL Service Strategy: 2.2.3.1 Functions
Glossary Term: function

52 Which of these is the BEST definition of an outcome?
Select ONE answer

  • a. The result of the actions of IT delivering a service to the business
  • b. A notification produced by the event management process
  • 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.
d

Explanation
ITIL Service Strategy: 2.1.1 Services

53 Which of the following are reasons why a service might be in the service pipeline?
1. A customer requests a new service
2. A service is under-untilized and is being phased out
3. A business outcome is under-served by current services
4. Continual service improvement (CSI) processes identify a gap in the current service portfolio
Select ONE answer

  • a. 1 and 2 only
  • b. 2 and 3 only
  • c. 1, 3 and 4 only
  • d. All of the above
c

Explanation
ITIL Service Strategy: 4.2.4.1 The service portfolio
Glossary Term: service pipeline

54 What is the BEST definition of a stakeholder?
Select ONE answer

  • a. A role which manages project resources, activities and deliverables
  • b. A person who has an interest in an organization, project, IT services 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
b

Explanation
ITIL Service Strategy: 2.1.5 Stakeholders in service management
Glossary Term: stakeholder

55 Resources and capabilities can be defined as which of the following?
Select ONE answer

  • a. Customer and user assets
  • b. Customer and business assets
  • c. Hardware and software assets
  • d. Customer and service assets
d

Explanation
ITIL Service Strategy: 2.2.1 Assets, resources and capabilities
Glossary Term:

56 ITIL states that there are characteristics of value. Which of the following is NOT a characteristic of value?
Select ONE answer

  • a. The service or product has an affordable mix of features
  • b. Services are designed with IT users in mind
  • c. Value changes over time and circumstance
  • d. Services achieve customer-defined objectives
b

Explanation
ITIL Service Strategy: 3.2.3 Value

57 What is the term used to describe the result of carrying out an activity, following a process, or delivering an IT service?
Select ONE answer

  • a. Service management
  • b. An outcome
  • c. Performance indicators
  • d. Measures
b

Explanation
ITIL Service Strategy: 2.1.1 services
Glossary Term: outcome

58 What are the three main processes withing financial management for IT services?
Select ONE answer

  • a. Costing, valuation and budgeting
  • b. Budgeting, charging and accounting
  • c. Accounting, costing and budgeting
  • d. Planning, costing and accounting
b

Explanation
ITIL Service Strategy: 4.3.2 Scope of financial management for IT services
Glossary Term: financial management for IT services

59 Which of the following are a part of risk management?
1. Analysing the risks
2. Identifying the risks
3. Mitigating the risks
4. Documenting the risks
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 2, 3 and 4 only
  • c. 1, 3 and 4 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 5.6.5.1 Planning for risk management
Glossary Term: risk management

60 What is the purpose of the service strategy stage of the lifecycle?
Select ONE answer

  • a. To design IT services so 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
d

Explanation
ITIL Service Strategy: 1.1.1 Purpose and objectives of service strategy
Glossary Term:

61 Which of the following statements are FALSE about customers?
Select ONE answer

  • a. The person or group who buys 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 is sometimes used informally to mean user
c

Explanation
ITIL Service Strategy: 2.1.5 Stakeholders in service management
Glossary Term: customer

62 Value should be defined in terms of three areas. Which of the following is the correct list of these?
Select ONE answer

  • 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 targets
b

Explanation
ITIL Service Strategy: 3.2.3.1 Creating value

63 Which of the following lists contains ONLY 'operational' objectives for a business case?
Select ONE answer

  • 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
a

Explanation
ITIL Service Strategy: Table 3.15
Glossary Term: business case

64 Which of the following is NOT an example of service automation?
Select ONE answer

  • a. Optimizing of computing resources
  • b. Storing process knowledge
  • c. Automatic routeing of incident records
  • d. Completing a customer satisfaction survey
d

Explanation
ITIL Service Strategy: 7.1 Service automation

65 Service strategy provides value to the business in which of the following ways?
Select ONE answer

  • a. By supporting the creation and maintenance of a portfolio 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 customer and service provider by utilizing the service catalogue as a marketing and communication tool
a

Explanation
ITIL Service Strategy: 1.1.4 Value to business
Glossary Term: service strategy

66 Which of the following sources generate best practices?
1. Standards 2. Industry practices 3. Academic research 4. Internal experience Select ONE answer

  • a. 3 and 4 only
  • b. 2 and 3 only
  • c. 1 and 2 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 2.1.7 Best practices in the public domain
Glossary Term: Best Practice

67 What is a process?
1. A team or group of people and the tools or other resources they use to carry out activities
2. A structured set of activities designed to accomplish a specified objective
Select ONE answer

  • a. 1 only
  • b. 1 and 2
  • c. 2 only
  • d. None of the above
c

Explanation
ITIL Service Strategy: 2.2.2 Processes
Glossary Term: process

68 What are the patterns of business activity (PBAs) used for?
Select ONE answer

  • 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 representations 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 behaviour
a

Explanation
ITIL Service Strategy: 4.4.5.2 Patterns of business activity

69 Which of the following is the BEST description of a service portfolio?
Select ONE answer

  • a. The service portfolio represents all the resources presently engaged or being released in various stages of the service lifecycle
  • b. The service portfolio represents all the investments a business will ever make
  • c. A service portfolio includes only services that are funded
  • d. A service portfolio is a collection of services that a service provider is capable of offering
a

Explanation
ITIL Service Strategy: 4.2.4.1 The service portfolio
Glossary Term: service portfolio

70 With regard to service management in general, which elements are automation said to improve?
Select ONE answer

  • a. Release planning
  • b. Change reviews
  • c. Risk registers
  • d. Utility and warranty of services
d

Explanation
ITIL Service Strategy: 7.1 Service automation
Glossary Term:

71 What are the three types of services?
Select ONE answer

  • a. Core, enabling and enhancing
  • b. IT, business and third party
  • c. Major, minor and emergency
  • d. Normal, standard and emergency
a

Explanation
ITIL Service Strategy: 3.2.2.4 Core, enabling and enhancing services
Glossary Term: service

72 When a customer's business changes, which ITIL process identifies the change and the impact it might have on service utilization?
Select ONE answer

  • a. Service portfolio management (SPM)
  • b. Capacity management
  • c. Change management
  • d. Business relationship management
d

Explanation
ITIL Service Strategy: 4.5.1 Purpose and objective of business relationship management
Glossary Term: business relationship management

73 Which following lists contain the CORRECT elements of service capability?
Select ONE answer

  • a. Capability, management, information, people, process, organization
  • b. Organization, knowledge, information, people, applications
  • c. People, process, organization, knowledge, management
  • d. Infrastructure, applications, financial capital, people, information
c

Explanation
ITIL Service Strategy: 2.2.1 Assets, resources and capabilities


74 What is a CORRECT stated purpose of financial management for IT services according to ITIL?
Select ONE answer

  • a. Securing the appropriate level of funding for services
  • b. Defining the level of services available funds can offer
  • c. Forecasting the needed capacity for cost efficiencies
  • d. Balancing the cost of availability with the level of service predicted
a

Explanation
ITIL Service Strategy: 4.3.1
Glossary Term: financial management

75 Which of the following are objectives of financial management for IT services?
1. Facilitating good stewardship of service and customer assets
2. Understanding the relationship between expenses and income
3. Accounting for money spent on the creation of services
4. Evaluating the financial impact of new or changing strategies
Select ONE answer

  • a. 1, 3 and 4 only
  • b. 2 and 4 only
  • c. 1 and 3 only
  • d. All of the above
d

Explanation
ITIL Service Strategy: 4.3.1 Purpose and objectives for financial management for IT services
Glossary Term: financial management for IT services

76 Which of the following terms CORRECTLY describes the element of the service that is deemed 'fit for purpose'?
Select ONE answer

  • a. Warranty
  • b. Value
  • c. Aligned
  • d. Utility
d

Explanation
ITIL Service Strategy: 2.1.6 Utility and Warranty
Glossary Term: utility

77 Which of the following are components of a service portfolio?
Select ONE answer

  • a. Service catalogue
  • b. Configuration management system (CMS)
  • c. Service pipeline
  • d. Project portfolio
a

Explanation
ITIL Service Strategy: 4.2.4.1 The service portfolio
Glossary Term: service portfolio

78 What is the term used by ITIL to describe a decision support and planning tool that projects the likely consequences of a business action?
Select ONE answer

  • a. Business impact analysis (BIA)
  • b. Business process model
  • c. Business case
  • d. Business projection method
c

Explanation
ITIL Service Strategy: Business case
Glossary Term: business case

79 What is the correct definition of a service provider?
Select ONE answer

  • 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
d

Explanation
ITIL Service Strategy: 2.1.2 Service management
Glossary Term: service provider

80 Which of the following does a service portfolio clarify?
1. Why a customer should buy the service
2. How resources and services should be allocated
3. What the cost of services are to the customer
4. What service contracts cover each supplier
Select ONE answer

  • a. 1, 2 and 3 only
  • b. 2, 3 and 4 only
  • c. 1, 2 and 4 only
  • d. 1, 3 and 4 only
a

Explanation
ITIL Service Strategy: 4.2.2 Scope of service portfolio management
Glossary Term: service portfolio

81 What is the definition of service management?
Select ONE answer

  • a. A set of specialized organizational capabilities for providing value to customers in the form of services
  • b. A selection of best-practice process 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 TI services provide value to the business
a

Explanation
ITIL Service Strategy: 2.1.2 Service management
Glossary Term: service management

82 What is the correct definition of IT service management (ITSM)?
Select ONE answer

  • 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 management 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
b

Explanation
ITIL Service Strategy: 2.1.3 IT service management
Glossary Term: IT service management

83 Which of the following descriptions of utility is MOST correct?
Select ONE answer

  • a. Utility provides value to the business by ensuring a service can meet the demands of growth
  • b. Utility is important to business because it ensures a service is able to meet its required outcome
  • c. Utility ensures that a service is available in a commodity-like way to all business users
  • d. Utility guarantees that a service will perform to its established service availability levels
b

Explanation
ITIL Service Strategy: 2.1.6 Utility and warranty
Glossary Term:

84 Which of the following is the BEST description of an external customer?
Select ONE answer

  • 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
b

Explanation
ITIL Service Strategy: 3.2.1.2 Internal and external customers
Glossary Term: external customer

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Parent Article: ITIL Question Pool