Which of the following is the best definition of service management?

A.

The ability to keep services highly available to meet the business needs

B.

A set ofspecialized organizational capabilities for providing value to customers in the form of services

C.

A complete set of all the documentation required to deliver world class services to customers

D.

An internationally recognized methodology to provide valuable services to customers

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 a service delivered between two business units in the same organization known as?

A.

Strategic service

B.

Delivered service

C.

Internal service

D.

External service

What should a service always deliver to customers?

A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

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

Which of the following is NOT an objective of service transition?

A.

To ensure that a service can be managed, operated and supported

B.

To provide training and certification in project management

C.

To provide quality knowledge and information about services and service assets

D.

To plan and manage the capacity and resource requirements to manage a release

In which core ITIL publication can you find detailed descriptions of service catalogue management,information security management, and supplier management?

A.

Service strategy

B.

Service design

C.

Service transition

D.

Service operation

Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A.

Service design

B.

Service transition

C.

Continual service improvement

D.

Service operation

Which statement should NOT be part of the value proposition for Service Design?

A.

Reduced total cost of ownership

B.

Improved quality of service

C.

Improved Service alignment with business goals

D.

Better balance of technical skills to support live services

Service transition contains detailed descriptions of which processes?

A.

Change management, service asset and configuration management, release and deployment management

B.

Change management, capacity management event management, service request management

C.

Service level management, service portfoliomanagement, service asset and configuration management

D.

Service asset and configuration management, release and deployment management, request fulfilment