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