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Q31. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
A. Service Strategy
B. Continual Service Improvement
C. Service Operation
D. Service Design
Answer: B
Q32. Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?
A. Service strategy
B. Service transition planning and support
C. Service level management
D. Change management
Answer: B
Q33. In which of the following areas would ITIL complementary guidance provide assistance?
1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models
A. Both of the above
B. Neither of the above
C. Option 1 only
D. Option 2 only
Answer: A
Q34. Which of the following statements MOST correctly identifies the scope of design coordination activities?
A. Only changes that introduce new services are included
B. All changes are mandated to be included
C. Only changes to business critical systems are included
D. Any changes that would benefit the organization are included
Answer: D
Q35. Which of the following options is a hierarchy that is used in knowledge management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B
Q36. The consideration of value creation is a principle of which stage of the service lifecycle?
A. Continual service improvement
B. Service strategy
C. Service design
D. Service transition
Answer: B
Q37. Which of the following are valid parts of the service portfolio?
1.
Service pipeline
2.
Service knowledge management system (SKMS)
3.
Service catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
Answer: C
Q38. Which of the following would commonly be found in a contract underpinning an IT service?
1.
Financial arrangements related to the contract
2.
Description of the goods or service provided
3.
Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Answer: D
Q39. Which of the following is NOT a source of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Answer: B
Q40. Which one of the following does service metrics measure?
A. Functions
B. Maturity and cost
C. The end-to-end service
D. Infrastructure availability
Answer: C