TEST Estrategia de Servicio

Which one of these four assets can be classed as both a resource and a
capability?
People
Financial capital
Organization
Knowledge

Who defines the value of a service?

Service strategy process manager
Service strategy process owner
Customer
Business relationship manager

Which of these is/are recommended elements of a business case?

1, 2, 3, 4, and 5
2, 3, 4, and 5
1, 2, 3, and 4
1, 3, and 5

ITIL identifies three areas that will be used by customers in their

understanding of value. Which of these is not one of them?
The business outcomes achieved
The customers preferences
The customers perception
The service providers preferences

Which of these statements describes an IT service provider?

A third-party service provider delivering components of services
A business unit responsible for IT processes
A function that provides controls for IT infrastructure
A service provider that provides IT services to internal or external customers

Which of these statements about governance is true?

1, 2, and 3
2 and 3
1 only
1 and 2

How many service provider types does ITIL identify?

1
2
3
4

Which of these is not a characteristic of a process?

Delivers functions
Responds to a trigger
Delivers a specific result
Is measurable

What is this? The result of carrying out an activity, following a process,

or delivering an IT service.
A procedure
A work instruction
An outcome
An input

Which of these is not part of the structure of the service portfolio?

Service register
Service pipeline
Service catalog
Retired services

Which of these is a purpose of business relationship management

(BRM)?
Manage the services provided to a customer
Establish a mechanism for recording service requests from the customer
Establish a relationship between the service provider and the customer
Manage the funding for services provided to a customer

Which of the following is not a recognized source of IT best practices

according to ITIL?
Proprietary knowledge
Industry standards
Training
Auditors

Which of these statements about business relationship management

(BRM) is most correct?
BRM focuses on the relationship with users through the service desk.
BRM monitors the service targets for all services.
BRM reviews all service changes.
BRM focuses on a high-level relationship with customers.

Which of these is not part of the scope of financial management?

Budgeting
Consolidating
Accounting
Charging

Which of these is not part of the scope of service portfolio

management?
All the services a service provider currently delivers
All the projects the customer is planning to deliver
All the services a service provider is planning to deliver
All the services a service provider has retired from live operation

Which of the following is the correct description of a service?

Restores normal operations as soon as possible
Delivers value to customers, without ownership of specific costs and risks
Investigates the underlying cause of issues
Monitors targets according to contractual obligations

Which of these statements represents an objective of service portfolio

management?
Deliver authorized change requests.
Maintain records of all service components and their relationships.
Maintain the definitive managed portfolio of services provided by the service
provider.
Provide accurate information about the service level achievements for core services.

What is the purpose of financial management?

To agree to the business requirements for managing the finance systems
To agree to the operating policies for the finance systems
To secure to the appropriate software programs for financial systems
To secure to the appropriate funding for IT services

To properly understand the value of a service, the IT service provider

requires three pieces of information. Which of these is not one of the
pieces of information?
The services IT provided
What the services achieved
Who designed the services
How much the services cost

Which of these statements about service portfolio management is/are

correct?
1, 2, and 4
1, 2, and 3
2 and 4
2 and 3