Arrange the following steps of software lifecycle in correct order.
1. Retire
2. Test
3. Operate
4. Deploy
5. Ideation
6. Develop
7. Design

A.

Ideation, Design, Develop, Deploy, Test, Operate, Retire

B.

Retire, Test, Operate, Deploy, Ideation, Develop, Design

C.

None of the above

D.

Ideation, Test, Develop, Deploy, Design, Operate, Retire

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A.

Start where you are

B.

Collaborate and promote visibility

C.

Keep it simple and practical

D.

Optimize and automate

Which service level metrics are BEST for measuring user experience?

A.

Single system-based metrics

B.

Metrics for the percentage of uptime of a service

C.

Operational metrics

D.

Metrics linked to defined outcomes

How does categorization of incidents assist the 'incident management' practice?

A.

It determines the priority assigned to the incident

B.

It determines how the service provider is perceived

C.

It helps direct the incident to the correct support area

D.

It ensures that incidents are resolved in timescales agreed with the customer

Which stakeholders co-create value in a service relationship?

A.

Investor and consumer

B.

Investor and supplier

C.

Consumer and provider

D.

Provider and supplier

Which competencies are required by the 'service level management' practice?

A.

Problem investigation and resolution

B.

Incident analysis and prioritization

C.

Business analysis and commercial management

D.

Balanced scorecard reviews and maturity assessment

What are the ITIL guiding principles used for?

A.

To help an organization make good decisions

B.

To direct and control an organization

C.

To identify activities that an organization must perform in order to deliver a valuable service

D.

To ensure that an organization’s performance continually meets stakeholders’ expectations

Which statement about outcomes is CORRECT? 

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

What is a recommendation of the ‘focus on value’ guiding principle?

A.

Make ‘focus on value’ a responsibility of the management

B.

Focus on the value of new and significant projects first

C.

Focus on value for the service provider first

D.

Focus on value at every step of the improvement

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A.

Supplier management

B.

Service desk

C.

Problem management

D.

Relationship management