Service Strategy (SS) Flashcards
Which one of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
D. Resources and capabilities
What should a service always deliver to customers? A. Applications B. Infrastructure C. Value D. Resources
C. Value
Which stage of the service lifecycle is MOST concerned with defining policies and objectives? A. Service design B. Service transition C. Continual service improvement D. Service operation
A. Service design
Which one of the following is the BEST definition of the term service management?
A. A set of specialized organizational capabilities for providing value to customers in the form of services
B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
A. A set of specialized organizational capabilities for providing value to customers in the form of services
Which areas of service management can benefit from automation? 1. Design and modeling 2. Reporting 3. Pattern recognition and analysis 4. Detection and monitoring A. 1, 2 and 3 only B. 1, 3 and 4 only C. 2, 3 and 4 only D. All of the above
D. All of the above
Which one of the following does service metrics measure? A. Functions B. Maturity and cost C. The end-to-end service D. Infrastructure availability
C. The end-to-end service
Which one of the following is concerned with policy and direction? A. Capacity management B. Governance C. Service design D. Service level management
B. Governance
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of “the four Ps.“ What are these four Ps?
A. People, process, partners, performance
B. Performance, process, products, problems
C. People, process, products, partners
D. People, products, perspective, partners
C. People, process, products, partners
Which of the following should IT service continuity strategy be based on? 1. Design of the service metrics 2. Business continuity strategy 3. Business impact analysis (BIA) 4. Risk assessment A. 1, 2 and 4 only B. 1, 2 and 3 only C. 2, 3 and 4 only D. 1, 3 and 4 only
C - 2. Business continuity strategy, 3. Business impact analysis (BIA) & 4. Risk assessment
Which one of the following generates demand for services? A. Infrastructure trends B. Patterns of business activity (PBA) C. Cost of providing support D. Service level agreements (SLA)
B. Patterns of business activity (PBA)
Which of the following is an objective/are objective of the service strategy stage of the service lifecycle?
1. Providing an understanding of what strategy is
2. Ensuring a working relationship between the customer and service provider
3. Defining how value is created
A. 1 only
B. 2 only
C. 3 only
D. All of the above
D. All of the above
What do customer perceptions and business outcomes help to define? A. The value of a service B. Governance C. Total cost of ownership (TCO) D. Key performance indicators (KPIs)
A. The value of a service
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
D. All of the above
