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Service Management A (incomplete)

Question 1 of 26

1


There are several sources of best practice including public frameworks, standards, and the proprietary knowledge of organisations and individuals.
Which of the following statements are correct?

1. Proprietary knowledge is difficult to replicate or transfer
2. Standards are only available through licensing agreements
3. Organisations should cultivate their own proprietary knowledge
4. Public frameworks are validated across multiple organisations

Select one of the following:

  • 1 and 4 only

  • 1, 2 and 3 only

  • 2, 3 and 4 only

  • 1, 3 and 4 only

Explanation

Question 2 of 26

1

Which of the following best describes how services deliver value to customers?

Select one of the following:

  • Enabling the effective outsourcing of IT services

  • Reducing the overall cost of IT service provision

  • Facilitating the outcomes customers want to achieve

  • Ensuring successful project delivery to the business

Explanation

Question 3 of 26

1

ITIL has become the most widely accepted approach to service management in the world. Which of the following is INCORRECT about service management?

Select one of the following:

  • Service management is a professional practice supported by an extensive body of knowledge

  • Service management is a set of specialised organisational capabilities for providing value to customers

  • Adoption of service management has grown primarily due to advances in tools and technology

  • Formal schemes exist for education, training and certification in service management

Explanation

Question 4 of 26

1

Which of the following statements are correct?

1. Functions are specialised to perform certain types of work
2. Functions accumulate their own body of knowledge through experience
3. Functions improve coordination through developing their own processes
4. Functions provide structure and stability to organisations

Select one of the following:

  • 1 and 2 only

  • 1 and 4 only

  • 2, 3 and 4 only

  • 1, 2 and 4 only

Explanation

Question 5 of 26

1

Which of the following statements is INCORRECT concerning ITIL?

Select one of the following:

  • ITIL is prescriptive enabling organisations to implement it more rapidly

  • ITIL is vendor neutral as it is not tied to any specific commercial organisation

  • ITIL offers a common language which allows organisations to work together more effectively

  • ITIL can help organisations gain value from their investment in service management

Explanation

Question 6 of 26

1

From the customer viewpoint, in which phase of the lifecycle is actual value seen?

Select one of the following:

  • Service strategy

  • Service design

  • Service transition

  • Service operation

Explanation

Question 7 of 26

1

In which core publication is business relationship management detailed?

Select one of the following:

  • Service design

  • Service operation

  • Service strategy

  • Service transition

Explanation

Question 8 of 26

1

Which phase of the lifecycle provides guidance on managing complexities associated with changes to services involving release management, programme management and risk management?

Select one of the following:

  • Service design

  • Service operation

  • Service strategy

  • Service transition

Explanation

Question 9 of 26

1

Which of the following statements best describe utility and warranty from the customer's perspective?4

Select one of the following:

  • A measure of how the service is delivered

  • An outcome-based definition of services

  • The two primary elements of value composition

  • A description of what the supplier wants to provide

Explanation

Question 10 of 26

1

What distinctive 'capabilities' do service providers need to develop?

Select one of the following:

  • Management, information, processes, organisation, infrastructure

  • Management, applications, information, knowledge, people

  • Management, knowledge, processes, organisation, people

  • Management, knowledge, information, organisation, people

Explanation

Question 11 of 26

1

For which phase of the service lifecycle is it most important to take a holistic approach?

Select one of the following:

  • Service strategy

  • Service design

  • Service transition

  • Service operation

Explanation

Question 12 of 26

1

Which of the following is NOT a direct benefit that will come from the service design phase of the lifecycle?

Select one of the following:

  • Timely cancellation or changes to maintenance contracts for hardware and software when components are disposed of or decommissioned

  • Reduced total costs of ownership

  • Improved IT governance with the identification and communication of a set of controls for effective governance of IT

  • More effective service performance with incorporation and recognition of capacity, availability and IT continuity plans

Explanation

Question 13 of 26

1

The ITIL framework provides a source of best practice in service management. Which of the following statements about ITIL are correct?

1. The core ITIL publications are applicable to all types of organisations
2. The structure of the ITIL core is in the form of a process framework
3. ITIL provides complementary guidance for specific industry sectors
4. ITIL can be adapted for use in various business environments

Select one of the following:

  • 1 and 2 only

  • 2 and 4 only

  • 1, 3 and 4 only

  • 1, 2 and 4 only

Explanation

Question 14 of 26

1

In which core publication are change management and knowledge management detailed?

Select one of the following:

  • Service design

  • Service operation

  • Service strategy

  • Service transition

Explanation

Question 15 of 26

1

Demand management interfaces very closely with, and has a dependency on, which other process?

Select one of the following:

  • Capacity management

  • Availability management

  • Change management

  • Service portfolio management

Explanation

Question 16 of 26

1

Output from service strategy is used as input to plan new and changed services in which phase of the service lifecycle?

Select one of the following:

  • Service design

  • Service operation

  • Service strategy

  • Service transition

Explanation

Question 17 of 26

1

Which of the following is NOT a goal nor an objective of service design?

Select one of the following:

  • Designing effective and efficient processes to manage services throughout their lifecycle

  • Identifying and managing risks

  • Designing remediation plans to cater for failed implementations

  • Producing IT plans, processes and policies to provide quality IT solutions

Explanation

Question 18 of 26

1

Which of the following describes the main way in which the Service Strategy publication can assist an organisation?

Select one of the following:

  • To manage strategic relationships within the IT industry

  • To implement ITIL within an IT organisation

  • To enable strategic integration with customers and suppliers

  • To develop service management as a strategic asset

Explanation

Question 19 of 26

1

Which of the following statements about the service portfolio are correct?

1. The service portfolio represents the investments made by a service provider
2. The service portfolio includes third party services that are part of service offerings
3. The service portfolio represents the ability of a service provider to serve customers and market spaces

Select one of the following:

  • 1 and 2 only

  • All of the above

  • 1 and 3 only

  • 2 and 3 only

Explanation

Question 20 of 26

1

What details are contained in the service pipeline?

Select one of the following:

  • Operational capability within the context of a market space

  • The resources engaged in all phases of the service lifecycle

  • Business requirements that have not yet become live services

  • Knowledge and information about phased-out services

Explanation

Question 21 of 26

1

Which of the following statements is/are correct about IT governance?

1. IT governance is an integral part of enterprise governance
2. IT governance is the responsibility of the board of directors
3. IT governance enables organisations to benchmark processes

Select one of the following:

  • 1 only

  • 1 and 2 only

  • 2 and 3 only

  • All of the above

Explanation

Question 22 of 26

1

A business case can be most accurately described as?

Select one of the following:

  • A method for tracking business expenditure

  • A decision support and planning tool

  • A management tool for business communication

  • A technique for calculating service valuation

Explanation

Question 23 of 26

1

From a service management perspective which of the following is NOT a specific risk management activity?

Select one of the following:

  • Financial analysis of the likely consequences of a business action

  • Ensuring processes are in place for ongoing monitoring of risks

  • Identification and selection of appropriate countermeasures

  • Having access to reliable and up-to-date information about risks

Explanation

Question 24 of 26

1

It is important to distinguish between the three different types of service provider. Which of the following most accurately describes the main difference between Type I and Type II service providers?

Select one of the following:

  • Type I providers are internal and Type II provide external services

  • Type I providers are internal and Type II provide shared services

  • Type I providers are external and Type II provide internal services

  • Type I providers are technology focused and Type II business focused

Explanation

Question 25 of 26

1

Value is defined not only in terms of the customer's business outcomes, it is also highly dependent on?

Select one of the following:

  • The maturity of the IT processes

  • Managing the cost of service provision

  • The customer's perceptions

  • Effective resource utilisation

Explanation

Question 26 of 26

1

Which of the following most accurately describes the need for service providers to develop a marketing mindset?

Select one of the following:

  • To offer customers a comprehensive service catalogue

  • To offer competitively priced service offerings

  • To look at services from the customer's perspective

  • To utilise a wide range of communication channels

Explanation

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