WorksheetsService Strategy - Final Quizz
Total questions: 10
Worksheet time: 20mins
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
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 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
What is the Service catalogue?
The service catalogue is the full list of the services provided by the IT department
The service catalogue contains the service pipeline + the service portfolio + the retired services
The service catalogue is the list of request that IT can provide to the customers
The service catalogue is only the operational service provided to the customers.
The 4P's of the Service Strategy are
Project - People - Partner - Policies
Politic - Product - Planning - Position
Perspective - Position - Patterns - Plans
Product - Price - Promotion - Place
Which proposition is NOT correct?
The user perception is a part of the service value
The user preferences is a part of the service value
The business result is a part of the service value
The service cost is a part of the service value
When is the ROI calculated?
Only when services are provided by external suppliers.
Only when it has been decided to externalize a service and a comparison is required.
When the IT financial management process is used as a strategic tool in a service lifecycle .
When a risk audit is applied on a service.
Which sentence is correct ?
Demand Management process will implement the requirements of the customers
Demand Management aims is to understand, anticipate and influence customer demand for services
Demand Management manages the new service implementation projects
Demand Management aims to maintain a positive relationship with customers
Which of the following is an objective of business relationship management?
To identify patterns of business activity.
To ensure high levels of customer satisfaction
To secure funding to manage the provision of services
To ensure strategic plans for IT services exist
Which of the following BEST describes service strategies value to the business?
Allows higher volumes of successful change
Reduction in unplanned costs through optimized handling of service outages
Reduction in the duration and frequency of service outages
Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
