Set 1

Which facilitates outcomes that customers want to achieve?

• A.Service

• B. Warranty

• C. Organization

• D. IT asset

What is the customer of a service responsible for?

• A. Defining the requirements for the service

• B. Authorizing the budget for the service

• C. Using the service

• D. Provisioning the service

What is the value of a service?

• A. The benefits, usefulness, or importance of the service, as perceived by the

  stakeholders

• B. The amount of money that is created or saved for the service consumers by

  using the service

• C. A tangible or intangible deliverable of the service

• D. A result for a stakeholder enabled by the outputs of the service

How can service consumers contribute to risk mitigation?

• A. Through the provision of services according to predefined needs

• B. By ensuring that the service provider has configured correctly its resources

• C. By being fully aware of their own requirements for the service

• D. By controlling the specific level of risk on the service provider's behalf

What ensures that service providers and service consumers continue to create

value together?

• A. Service consumption

• B. Service offerings

• C. Service level management

• D. Service relationship management

The unit Which ITIL concept helps an organization to make good decisions?of kinematic viscosity

• A. Four dimensions of service management

• B. Guiding principles

• C. Service value chain

• D. Practices

A good way to apply the ITIL guiding principle 'focus on value' is to:

• A. Understand services are used by service consumers

• B. Understand the whole, but do something

• C. Be aware of system complexity

• D. Do less tasks but in a better way with higher quality

What are the KEY stakeholder groups that service providers should cooperate

with?

• A. Suppliers

• B. Customers

• C. Relationship managers

• D. Developers

Which of the following guiding principles proposes the elimination of unnecessary

work?

• A. Keep it simple and practical

• B. Think and work holistically

• C. Start where you are

• D. Progress iteratively with feedback

Identify the missing word in the following sentence.

An organization which is undertaking an improvement initiative should [?] the

existing methods and services when building for the future.

• A. Consider

• B. Re-use

• C. Discard

• D. Improve