Set 2

What is a user?

• A. The role that directs and controls an organization

• B. The role that uses services

• C. The role that authorizes budget for service consumption

• D. The role that defines the requirements for a service

What is the definition of 'service management'?

• A. A set of specialized organizational capabilities for enabling value for

  customers in the form of services

• B. A result for a stakeholder enabled by one or more outputs

• C. A formal description of one or more services, designed to address the needs

  of a target consumer group

• D. Joint activities performed by a service provider and a service consumer to

  ensure continual value co-creation

Which of the following terms is more suitable to describe the functionality of a

service?

• A. Output

• B. Outcome

• C. Utility

• D. Warranty

Which of the following statements about 'outcomes' is TRUE?

• A. The delivery of products to a stakeholder is enabled by outcomes

• B. The level of expenses regarding a technology for a service is defined by an

  outcome

• C. An outcome depends on at least one output to deliver a result

• D. Outcomes provide assurance to stakeholders regarding the performance of a

  service

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

Which ITIL concept helps an organization to make good decisions?

• 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

A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

• A. Communicate so that the audience will hear

• B. Re-use nothing from the current state

• C. Adopt a practice which is easy to follow

• D. Understand that fast does not mean incomplete

Which activity is NOT recommended by the 'start where you are' guiding principle?

• A. Involving people who are not familiar with a service when observing and

  assessing its activities

• B. Applying risk management when considering to introduce new processes

• C. Using source data to avoid any unintentional data distortion found in reports

• D. Discarding existing processes before assessing their usefulness