Which of the following describes the main way in which the Service Strategy publication can assist an organisation?

• To manage strategic relationships within the IT industry
• To implement ITIL within an IT organisation
• To enable strategic integration with customers and suppliers
• To develop Service Management as a strategic assist

Which of the following statements about the Service Portfolio are correct?
1. The Service Portfolio represents the investments made by a service provider
2. The Service Portfolio includes third party services that are part of service offerings
3. The Service Portfolio represents the ability of a service provider to serve customers and market spaces

• 1 and 2 only
• All of the above
• 1 and 3 only
• 2 and 3 only

What details are contained in the Service Pipeline?

• Operational capability within the context of a market space
• The resources engaged in all phases of the Service Lifecycle
• Business requirements that have not yet become live services
• Knowledge and information about phased-out services

Which of the following statements is/are correct about IT Governance?
1. IT Governance is an integral part of enterprise governance
2. IT Governance is the responsibility of the board of directors
3. IT Governance enables organisations to benchmark processes

• 1 only
• 1 and 2 only
• 2 and 3 only
• All of the above

A Business Case can be most accurately described as?

• A method for tracking Business expenditure
• A decision support and planning tool
• A management tool for Business communication
• A technique for calculating service valuation

From a Service Management perspective which of the following is NOT a specific risk management activity?

• Financial analysis of the likely consequences of a Business action
• Ensuring processes are in place for on-going monitoring of risks
• Identification and selection of appropriate countermeasures
• Having access to reliable and up-to-date information about risks

It is important to distinguish between the three different types of service provider. Which of the following most accurately describes the main difference between Type I and Type II service providers?

• Type I providers are internal and Type II provide external services
• Type I providers are internal and Type II provide shared services
• Type I providers are external and Type II provide internal services
• Type I providers are technology focused and Type II Business focused

Value is defined not only in terms of the customer’s Business outcomes; it is also highly dependent on?

• The maturity of the IT processes
• Managing the cost of service provision
• The customer’s perceptions
• Effective resource utilisation

Which of the following most accurately describes the need for service providers to develop a marketing mind-set?

• To offer customers a comprehensive service catalogue
• To offer competitively priced service offerings
• To look at services from the customer’s perspective
• To utilise a wide range of communication channels

‘Fitness for purpose’ of a service comes from which of the following?

• The attributes of the service that have a positive effect on the performance of the Business
• The ability of a service to remain operational at all times as agreed in an SLA
• The ability of a service to provide the required levels of functionality when required
• The service being provided by an outsourcing organisation