QUIZ 2

Question 1

1. Which of the following questions is NOT answered by information in the Service Portfolio?

A. How should our resources and capabilities be allocated?

B. What opportunities are there in the market?

C. Why should a customer buy these services?

D. What are the pricing or chargeback models?

Answer 1

B

Question 2

2. How does an organisation use Resources and Capabilities in creating value?

A. They are used to create value in the form of output for production management

B. They are used to create value in the form of goods and services

C. They are used to create value to the IT organisation for Service Support

D. They are used to create value to the IT organisation for Service Delivery

Answer 2

B

Question 3

3. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business?

A. They are driven by patterns of business activity
B. It is impossible to predict how they behave
C. It is impossible to influence demand patterns
D. They are driven by the delivery schedule

Answer 3

A

Question 4

4. Which of the following is typically a physical asset of an organization? 
A. Warranty 
B. Capability 
C. Utility 
D. Resource

Answer 4

D

Question 5

5. Which of the following is not an activity of Financial Management?

A. Funding
B. Accounting
C. Patterns of Business Activity
D. Chargeback

Answer 5

C

Question 6

6. Setting policies and objectives is the PRIMARY concern of which phase?

A. Service Strategy
B. Service Operation
C. Service Design
D. Service Transition

Answer 6

A

Question 7

7. Which of the following identifies two Service Portfolio components within the Service Lifecycle?

A. Service Pipeline and Service Catalogue

B. Service Knowledge Management System and Business Case

C. Service Knowledge Management System and Service Pipeline

D. Service Pipeline and Configuration Management System

Answer 7

A

Question 8

8. Which is NOT an example of a pattern of business activity (PBA)?

A. The seasonal variation in customer purchases from a supermarket

B. The peak period usage of counter services in a retail bank

C. The capacity usage of the network supporting service

D. The tendency for an agency to submit its regulatory reports just before a deadline

Answer 8

D

Question 9

9. Which process analyses services that are no longer viable and when they should be retired?

A. Change Management
B. Demand Management
C. Service Portfolio Management
D. Business Relationship Management

Answer 9

C

Question 10

10. Which statement about business cases is TRUE?

A. Business Cases should focus on both the financial and non-financial impacts of the proposed project or service

B. Business Cases should focus on only the financial impacts of the proposed project to secure support and funding

C. Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support

D. Business Cases should focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets.

Answer 10

a