ITIL

Which public frameworks can be used as a source of good practice for a service provider? (Choose all that apply.) CMMI COBIT ITIL® ISO 9000

CMMI COBIT ITIL

What are resources?

Hard assets that allow us to make investments in the organization

What are the ITIL Service Management Lifecycle stages?

(5) Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

Which of the following questions are answered by the Service Portfolio? 1. Why should a customer buy these services? 2. What are the price and chargeback models? 3. How should we allocate our resources and capabilities? 4. What are the costs of these services?

1, 2, and 3 only

Which of the following statements regarding the Service Portfolio are CORRECT? 1. The Service Portfolio is a complete set of services managed by a service provider. 2. The Service Portfolio is published to customers. 3. The Service Catalog is the only portion of the Service Portfolio that is published to customers. 4. The Service Pipeline is the portion of the Service Portfolio that is under consideration or development.

1, 3, and 4

Which of the following standards provide IT governance? COBIT Six Sigma ITIL® Prince2

All of them.

Which of the following statements is/are CORRECT about good practice? Sources of good practice include standards. Sources of good practice include public frameworks. Sources of good practice include proprietary knowledge of individuals and organizations.

All of them.

What are the types of views for a Service Catalog?

Business Service Catalog Technical Service Catalog End User Service Catalog

What are capabilities?

Capabilities represent an organization's ability to coordinate, control, and deploy resources to produce value Soft assets that include what we know and how we do things. Intangible.

Which process of the Service Strategy phase ensures that the level of service provided matches the needs of the user or customer?

Demand Management

What are the processes part of the Service Strategy phase of the Service Management Lifecycle?

Demand Management Capacity Management Financial Management

Where are market opportunities addressed?

Demand management

What is the main purpose of the Service Portfolio?

Describe services in terms of business value.

What are resources according to ITIL?

Directed inputs for production

A service provider indicates that they have a three-view Service Catalog. All of the following are views included EXCEPT: business technical end user IT

IT [IT doesn't have a Service Catalog view]

Which of the following assets can be categorized as resources for an IT service organization?

Infrastructure

On which components do the Service Lifecycle stages rely to execute each element of the lifecycle? processes functions roles services

Processes

Which term represents the service asset that is the easiest to acquire? utility warranty resource capability

Resource

What does resources include?

Resources include people, financial resources, infrastructure, applications, and information.

The Service Portfolio Management process is responsible for maintaining the Service Portfolio. Which of the following is NOT one of the phases of the Service Portfolio? Service Pipeline Service Catalog Retired Services Service Design Package

Service Design Package

Which key Service Design role is responsible for ensuring that the levels of service quality are agreed on and met? Supplier Manager Security Manager Service Level Manager Service Design Manager

Service Level Manager

Which ITIL® stage is considered the hub of the ITIL Service Management Lifecycle?

Service Strategy

Which of the following is NOT considered to be part of a service package?

Service Utility

What is a service?

a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks

What is a role?

a set of responsibilities, activities, and authorities granted to a person or team

What is a function?

a unit of an organization specialized to perform certain types of work and responsible for specific outcomes

What is the best description of a service-based Service Level Agreement (SLA)?

an agreement that covers all issues with a specific service

Which is a primary concern of the Service Strategy stage of the Service Lifecycle? establishing objectives and expectations adapting objectives into services and service assets transitioning services into operations providing guidance on achieving efficiency in services providing improvement to existing services

establishing objectives and expectations

When an organization's primary focus is to achieve a high level of IT service performance without worrying about how the high performance is achieved, to which extreme is an organization close? extreme internal focus extreme external focus extreme focus on cost extreme focus on quality

extreme external focus

Which of the following is NOT considered to be a capability?

financial capital

What's considered a capability?

knowledge, experience, processes, management, organization, and people.

Which component is described using the terms outcomes supported, ownership costs, and risks avoided?

utility

Which component of the Service Strategy phase is described using the terms availability, capacity, continuity, and security?

warranty