ITSM Quiz

What was the main reason for the loss of a major customer in 2001?

• Service expansion

• Cost-cutting measures

• Technological upgrades

• Quality concerns

Who demanded action after the loss of the major customer?

• Senior executives

• The service operations team

• The marketing department

• The customers

What was the surprising solution proposed by the CIO?

• Increase marketing efforts

• Suspend new sales

• Cut costs further

• Hire more staff

What does service strategy define?

• How to cut costs

• How to achieve business outcomes

• How to market services

• How to hire employees

Which strategy focuses on offering a wide range of products at lower prices?

• Focus Strategy

• Innovation Strategy

• Cost Leadership Strategy

• Differentiation Strategy

What is the first process under ITIL service strategy?

• Financial Management for IT services

• Strategy management for IT services

• Demand Management

• Service Portfolio Management

What does the service portfolio management process provide?

• A detailed budget

• An overview of services

• Customer feedback

• Market analysis

What are the three parts of a service portfolio?

• Service pipeline, customer needs, service delivery

• Service catalog, service pipeline, retired services catalog

• Service catalog, customer feedback, market analysis

• Service catalog, service delivery, customer satisfaction

What is the goal of demand management?

• To understand and influence customer demand

• To increase service prices

• To expand service offerings

• To reduce service quality

What does financial management for IT services focus on?

• Service marketing

• Service valuation

• Customer satisfaction

• Service delivery