Review Questions

You can find the answers in Appendix A.

1. What is the purpose of the service strategy lifecycle stage?

A. Identify the processes in use for the service lifecycle.

B. Create a database of services for the service lifecycle.

C. Define the strategic approach for service management across the service lifecycle.

D. Define the objectives for all roles and responsibilities across the service lifecycle.

2. Which two statements reflect the guidance found in the Service Strategy publication?

1. Defining a strategy that allows a service provider the guidance and recommendations to deliver services to meet a customer’s business outcomes.

2. Conducting customer satisfaction surveys as required on a periodic basis.

3. Defining a strategy for managing services that meet customers’ business outcomes.

4. Measuring and identifying the value created by continual improvement initiatives.

A. 1 and 2

B. 1 and 3

C. 2 and 3

D. 2 and 4

3. Who defines the value of a service?

A. Service strategy process manager

B. Service strategy process owner

C. Customer

D. Business relationship manager

4. To properly understand the value of a service, the IT service provider requires three pieces of information. Which of these is not one of the pieces of information?

A. The services IT provided

B. What the services achieved

C. Who designed the services

D. How much the services cost

5. ITIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one of them?

A. The business outcomes achieved

B. The customer’s preferences

C. The customer’s perception

D. The service provider’s preferences

6. What is the meaning of “utility of a service”?

A. The service is “fit for use.”

B. The service meets the requirements for facilities management.

C. The service delivers the functionality required to meet a business outcome.

D. The service is capable of supporting the business strategy.

7. Which one of these four assets can be classed as both a resource and a capability?

A. People

B. Financial capital

C. Organization

D. Knowledge

8. Which of these statements about governance is true?

1. Ensures that policies and strategy are actually implemented

2. Ensures that required processes are correctly followed

3. Ensures that the CAB assesses all changes

A. 1, 2, and 3

B. 2 and 3

C. 1 only

D. 1 and 2

9. The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL guidance?

A. Analyze risks

B. Calibrate risks

C. Manage risks

D. Identify risks

10. ITIL recommends that you understand and document the profile of patterns of business activity (PBA). Which of these represents the four things that you should capture about each PBA profile?

A. Classification, attributes, requirements, and service asset requirements

B. Attributes, service asset serial numbers, prioritization, and requirements

C. Management information, prioritization, service asset serial numbers, and configuration baselines

D. Classification, prioritization, requirements, and service asset requirements