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Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A.

Service operation

B.

Service transition

C.

Continual service improvement

D.

Service strategy

Which one of the following is NOT part of the service design stage of the service lifecycle?

A.

Designing and maintaining all necessary service transition packages

B.

Producing quality, secure and resilient designs for new or improved services

C.

Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

D.

Measuring the effectiveness and efficiency of service design and the supporting processes

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A.

To ensure that a service can be managed and operated in accordance with constraints specified during design

B.

To design and develop capabilities for service management

C.

To provide good-quality knowledge and information about services

D.

To plan the resources required to manage a release

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 of the following provide value to the business from service strategy?

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

2. Enabling the service provider to respond quickly and effectively to changes in the business environment

3. Support the creation of a portfolio of quantified services

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

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

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 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

Which of the following is NOT an objective of Continual Service Improvement?

A.

Review and analyze Service Level Achievement results

B.

Identify activities to improve the efficiency of service management processes

C.

Improve the cost effectiveness of IT services without sacrificing customer satisfaction

D.

Conduct activities to deliver and manage services at agreed levels to business users