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Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A.

Service Strategy

B.

Continual Service Improvement

C.

Service Operation

D.

Service Design

Which of the following is NOT an objective of service transition?

A.

To ensure that a service can be managed, operated and supported

B.

To provide training and certification in project management

C.

To provide quality knowledge and information about services and service assets

D.

To plan and manage the capacity and resource requirements to manage a release

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A.

Service design

B.

Service transition

C.

Continual service improvement

D.

Service operation

In which of the following areas would ITIL complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors

2. Integrating ITIL with other operating models

A.

Both of the above

B.

Neither of the above

C.

Option 1 only

D.

Option 2 only

Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?

1. Providing an understanding of what strategy is

2. Ensuring a working relationship between the customer and service provider

3. Defining how value is created

A.

1 only

B.

2 only

C.

3 only

D.

All of the above

Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A.

Event management, incident management, problem management, request fulfilment, and access management

B.

Event management, incident management, change management, and access management

C.

Incident management, problem management, service desk, request fulfilment, and event management

D.

Incident management, service desk, request fulfilment, access management, and event management

Which statement should NOT be part of the value proposition for Service Design?

A.

Reduced total cost of ownership

B.

Improved quality of service

C.

Improved Service alignment with business goals

D.

Better balance of technical skills to support live services

Which of the following are benefits to the business of implementing service transition?

1. Better reuse and sharing of assets across projects and resources

2. Reduced cost to design new services

3. Result in higher volume of successful changes

A.

1 and 2 only

B.

2 and 3 only

C.

1 and 3 only

D.

None of the above

Service transition contains detailed descriptions of which processes?

A.

Change management, service asset and configuration management, release and deployment management

B.

Change management, capacity management event management, service request management

C.

Service level management, service portfolio management, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfilment

Which of the following BEST describes service strategies' value to the business?

A.

Allows higher volumes of successful change

B.

Reduction in unplanned costs through optimized handling of service outages

C.

Reduction in the duration and frequency of service outages

D.

Enabling the service provider to have a clear understanding of what levels of service will make their customers successful