ITIL Revision 3 Flashcards
Whichever the following could be examples of an INTERNAL service:
A) The IT department provides report printing to a business unit
B) An IT department that provides service space to another IT department
C) A data storage service that’s measured by a service level agreement/SLA
D) An IT department with a contract to provide email services
A, B and C ONLY
Agreed levels of service must provided to which of the following:
A) Internal customers that fund the IT department budget
B) External customers who pay for service agreements
C) Internal and external customers in general
D) Internal and external customers who specify that they need a service level agreement/SLA
All of the above
Which of the following are objectives of service strategy:
A) A clear service provision model that articulates how services will be delivered, and for what purpose
B) The provision of processes that define the strategy of the organisation, the services that will achieve the strategy, the level of investment required, the levels of demand, and the means to ensure that a working relationship exists between the customer and the service provider
Both 1 and 2
Which of the following vague statements ISN’T part of CSI/ Continual Service Improvement:
A) Ensure IT services remain continually aligned to business requirements
B) Results in gradual improvements in cost-effectiveness via a reduction in costs and/or the capacity to handle more work at the same cost
C) Provide operational results and data usable by other ITIL processes to improve services continually and provide justification for investing in ongoing service improvement activities and supporting technologies
D) Use monitoring and reporting to identify opportunities for improvement in all lifecycle stages and in all processes
C) Provide operational results and data usable by other ITIL processes to improve services continually and provide justification for investing in ongoing service improvement activities and supporting technologies
