Module 1: Service Strategy

Module 1: Service Strategy
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Please complete the following assessment in 20 mins. All the questions are mandatory.
You will require 70% to qualify for the assessment.
1. What is the dominant pattern of interaction between the five core ITIL Service
Management Lifecycle volumes?
Service Design, Service Strategy, Service Transition, Service Operation, and
Continual Service Improvement
Service Strategy, Service Design, Service Transition, Service Operation, and
Continual Service Improvement
Service Strategy, Service Design, Service Transition, Continual Service
Improvement, and Service Operation
Service Strategy, Service Design, Service Transition, Service Operation, and
Continual Service Transition
2. Within the framework of ITIL, what is the definition of a Service?
A set of specialized organizational capabilities for providing value to customers in
the form of services
A means of delivering value to customers by facilitating the outcomes customers
want to achieve without the ownership of specific costs or risks
Units of organizations specialized to perform certain types of work and responsible
for specific outcomes
Performance measurements and metrics
3. What statement below is true regarding a Function?
A function must be performed by multiple personnel, representing an organizational
unit
A single person must focus on a single function only
Functional, hierarchies decrease cross-functional coordination within an
organization
A function optimizes work methods by focusing on specific outcomes
4. Which statement describes a Process?
A structured set of activities designed to accomplish a specific objective
A temporary organization, with people and other assets required to achieve an
objective or other outcome
A team or group of people and the tools they use to carry out one or more
Processes or Activities
An intended purpose of a Configuration Item, Person, Team, Process, or IT service
5. How does an organization use Resources and Capabilities in creating value?
They are used to create value in the form of output for production management
They are used to create value in the form of goods and services
They are used to create value to the IT organization for Service Support
They are used to create value to the IT organization for Service Delivery
6. “Warranty of a service” means which of the following?
a. The service is fit for purpose
b. There will be no failures in applications and infrastructure associated with the service
c. All service-related problems are fixed free of charge for a certain period of time
d. Customers are assured of certain levels of availability, capacity, continuity and security
A & B
A
A & D
D
7. Which of the following best describes the goal of Service Level Management?
a. To maintain and improve IT service quality in line with business requirements
b. To provide IT services at the lowest possible cost by agreeing with customers their
minimum requirements for service availability and ensuring performance does not exceed
these targets.
c. To provide the highest possible level of service to Customers and continuously improve
on this through ensuring all services operate at maximum availability.
d. To ensure that IT delivers the same standard of service at the least cost
A
A & C
D
B & D
8. Which choice does not uncover key business outcomes that add value?
Look from the customer's perspective
Recognize that you can provide value at different levels
Identify customers' previous experience with similar services
Recognize how a service can influence business outcomes for customers
9. What is not a reason why organizations should develop Service Management as a
strategic asset?
It helps Service Management grow into a trusted asset
It reduces the need for service audits
It encourages customers to perceive benefits in a continued relationship with the
organization
It encourages customers to renew contracts or enter new contracts
10. What concept below reflects "fitness for purpose" and represents the characteristics of
a service which a customer gets to achieve desired outcomes?
Warranty
Utility
Resources
Service Management
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