Four-choice questions P1 0 Four-choice questions P1 1 / 10 1. Which of the following statements best describe utility and warranty from the customer’s perspective? A) A description of what the supplier wants to provide B) An outcome-based definition of services C) The two primary elements of value composition D) A measure of how the service is delivered From the customer’s perspective, value consists of two primary elements: utility or ‘fitness for purpose’, and warranty or ‘fitness for use’. Option A refers to warranty. Options B and D do not refer specifically to utility or warranty. 2 / 10 2. Which of the following statements is INCORRECT concerning ITIL? A) ITIL is prescriptive enabling organisations to implement it more rapidly B) ITIL can help organisations gain value from their investment in service management C) ITIL is vendor neutral as it is not tied to any specific commercial organisation D) ITIL offers a common language which allows organisations to work together more effectively ITIL is a non-prescriptive set of best practice guidelines that are intended to be adapted within organisations. The other statements are all correct. ITIL is owned by the UK Government (The Cabinet Office) and is totally free from vendor influence. A key strength of ITIL is in establishing a common understanding of terminology and processes. ITIL has also been proven to help organisations improve service management to increase business value. 3 / 10 3. ITIL has become the most widely accepted approach to service management in the world. Which of the following is INCORRECT about service management? A) Service management is a set of specialised organisational capabilities for providing value to customers B) Service management is a professional practice supported by an extensive body of knowledge C) Formal schemes exist for education, training and certification in service management D) Adoption of service management has grown primarily due to advances in tools and technology Service management tools are essential for effective service management, however, it is incorrect to state that the adoption of service management has grown primarily due to advances in tools and technology. 4 / 10 4. How many phases are there in the service lifecycle? A) 6 B) 5 C) 3 D) 4 There are five phases within the ITIL lifecycle: service strategy, service design, service transition, service operation and continual service improvement. 5 / 10 5. Match the definition from column A with the correct concept in column B. A) 1 w 2 x 3 z 4 y B) 1 y 2 z 3w 4 x C) 1 w 2 y 3 z 4 x D) 1 y 2 z 3 x 4 w These are standard ITIL service management definitions. 6 / 10 6. Which of the following best describes ‘ITIL’ service management? A) A set of books B) Service management guidance based on ‘best practice’ C) A service management publication D) Five books together with some complementary ‘guidance’ This is the most complete, most accurate and most appropriate option. 7 / 10 7. Which of the following are reasons for investing in service management? Statements 1 Increased customer satisfaction 2 Increased levels of availability 3 Reduction in the number of Incidents 4 Increased number of SLA breaches A) 1, 2 and 3 only B) 1, 2 and 4 only C) 2, 3 and 4 only D) 1, 3 and 4 only Increasing the number of SLA breaches is not a reason (a benefit) to invest in service management. The other statements are all good reasons to invest in service management. 8 / 10 8. How many main functional areas are described in the service operation lifecycle phase? A) 5 B) 6 C) 4 D) 3 There are four main functional areas described within service operations: service desk, technical management, application management and IT operations management. 9 / 10 9. The ITIL framework provides a source of best practice in service management. Which of the following statements about ITIL are correct? 1 The core ITIL publications are applicable to all types of organisations 2 The structure of the ITIL core is in the form of a process framework 3 ITIL provides complementary guidance for specific industry sectors 4 ITIL can be adapted for use in various business environments A) 1, 3 and 4 only B) 2 and 4 only C) 1, 2 and 4 only D) 1 and 2 only Statement 2 is incorrect. The structure of the ITIL Core is in the form of a service lifecycle and not a process framework. 10 / 10 10. Which of the following best describes how services deliver value to customers? A) Enabling the effective outsourcing of IT services B) Facilitating the outcomes customers want to achieve C) Ensuring successful project delivery to the business D) Reducing the overall cost of IT service provision “A service delivers value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.”† This is the ITIL definition of a service. Your score is LinkedIn Facebook aboozarkordi
