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
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 the BEST description of a service-based service level agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
Which is an example of an internal customer?
A. A customer who has a contract with an internet service provider for a broadband connection
B. The HR department whose payroll service is provided by their organization's IT department
C. An IT department that uses a network service obtained from a supplier
D. A retail bank that outsources its infrastructure to a third-party supplier
Which is one of the five aspects of service design?
A. Management information systems and tools
B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy
Which of the following is one of the primary objectives of Service Strategy?
A. To design and build processes that will meet business needs
B. To provide detailed specifications for the design of IT services
C. To transform Service Management into a strategic asset
D. To underscore the importance of services in the global economy
Which process lists "Understanding patterns of business activity" as a major role?
A. Demand Management
B. Supplier Management
C. Service Desk
D. Request Fulfillment
Which is NOT a purpose of a Product Description?
A. Define the time and cost needed to produce the product
B. Define the quality skills required to check the product
C. Define the function and appearance of the product
D. Define the development skills required to produce the product
Which statements about best practice is MOST correct?
A. Customers are a source of best practice and will advise service providers how it should be implemented
B. Internal experience is the only source of best practice because it is developed within the service provider
C. ITIL is a source of best practice and is validated across a wide set of environments and situations
D. Suppliers are a source of best practice and they will improve the services delivered by a service Provider
Which process works with incident management to ensure that security breaches are detected and logged?
A. Change management
B. Service level management
C. Access management
D. Continual service improvement
