Which of the following is an objective/are objectives of the service strategy stage of the
service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created

A.

1 only

B.

2 only

C.

3 only

D.

All of the above

Implementation of ITIL Service Management requires preparing and planning the effective
and efficient use of:

A.

People, Process, Partners, Suppliers

B.

People, Process, Products, Technology

C.

People, Process, Products, Partners

D.

People, Products, Technology, Partners

Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

What is the BEST description of the purpose of the service operation stage of the service
lifecycle?

A.

To decide how IT will engage with suppliers during the service lifecycle

B.

To proactively prevent all outages to IT services

C.

To design and build processes that will meet business needs

D.

To deliver and manage IT services at agreed levels to business users and customers

Which of the following Availability Management activities are considered to be proactive as
opposed to reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability

A.

All of the above

B.

1 and 2 only

C.

1 and 3 only

D.

2 and 3 only

Who has the responsibility for review and risk analysis of all supplies and contracts on a
regular basis?

A.

The Service Level Manager

B.

The IT Service Continuity Manager

C.

The Service Catalogue Manager

D.

The Supplier Manager

Which one of the following is the BEST description of a service-based service level
agreement (SLA)?

A.

An agreement with an individual customer group, covering all the services that they use

B.

An agreement that covers one service for a single customer

C.

An agreement that covers service specific issues in a multi-level SLA structure

D.

An agreement that covers one service for all customers of that service

What are customers of IT services who work in the same organization as the service
provider known as?

A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

Which of the following activities is NOT a part of the Derning Cycle?

A.

Act

B.

Plan

C.

Do

D.

Co-ordinate

Which one of the following are the two primary elements that create value for customers?

A.

Value on investment (VOI) and return on investment (ROI)

B.

Customer and user satisfaction

C.

Service requirements and warranty

D.

Resources and capabilities