MGMT 1222 Service Strategy Review

Which of these statements are correct?

i) Utility of a service is fit for use.

ii) Warranty of a service is fit for purpose.

• i and ii

• i

• ii

• Neither i nor ii

What Service Lifecyle phase does the service value to the customer is determined?

• Service Strategy

• Service Design

• Service Operation

• Service Transition

What is the purpose of the service strategy lifecycle stage?

• Identify the processes in use for the service lifecycle.

• Create a database of services for the service lifecycle.

• Define the strategic approach for service management across the service lifecycle.

• Define the objectives for all roles and responsibilities across the service lifecycle.

What is the meaning of “utility of a service”

• The service is “fit for use.”

• The service meets the requirements for facilities management

• The service delivers the functionality required to meet a business outcome.

• None of the above

Which one of these four assets can be classed as both a resource and a capability?

• People

• Financial Capital

• Organization

• Knowledge

The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL guidance?

• Analyze risks

• Calibrate risks

• Manage risks

• Identify risks

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

• Service register

• Service pipeline

• Service catalog

• Retired 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

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

• Budgeting

• Consolidating

• Accounting

• Charging

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