Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A.

Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually
improve

B.

Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the
momentum going?

C.

Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check
the plan has been properly implemented; Improve the solution

D.

What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get
there?; How do we keep the momentum going?

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are thesefour Ps?

A.

People, process, partners, performance

B.

Performance, process, products, problems

C.

People, process, products, partners

D.

People, products, perspective, partners

The design of IT services requiresthe effective and efficient use of “the four Ps”. What are these four Ps?

A.

People, process, partners, performanc

B.

Performance, process, products, plans

C.

People, process, products, partners

D.

People, products, plans, partners

What are the three types of metrics that an organization should collect to support continual service
improvement (CSI)?

A.

Return on investment (ROI), value on investment (VOI), quality

B.

Strategic, tactical and operational

C.

Critical success factors (CSFs), key performance indicators (KPIs), activities

D.

Technology, process and service

What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A.

What is the return on investment (ROI)?

B.

How much did it cost?

C.

How do we keep the momentumgoing?

D.

What is the value on investment (VOI)?

Service design emphasizes the importance of the "Four Ps". These "Four P's" include Partners, People,
Processes and one other "P". Which of the following is the additional "P"?

A.

Profit

B.

Preparation

C.

Products

D.

Potential

At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A.

Service design: Design the processes

B.

Service strategy: Develop the offerings

C.

Service transition: Plan and prepare for deployment

D.

Service operation: IT operations management

Which one of the following do technology metrics measure?

A.

Components

B.

Processes

C.

The end-to-end service

D.

Customer satisfaction

Which of the following is NOT one of the five individual aspects of service design?

A.

The design of the service portfolio,including the service catalogue

B.

The design of new or changed services

C.

The design of market spaces

D.

The design of the technology architectures

Which of the following should be considered when designing measurement systems, methods and metrics?
1. The services
2. The architectures
3. The configuration items
4. The processes

A.

2 and 3 only

B.

1 and 3 only

C.

2 and 4 only

D.

All of the above