What are the stages of the Service Lifecycle

Strategy, Design, Transition, Operation, Retirement

Strategy, Design, Development, Implementation, Operation

Strategy, Design, Transition, Operation, CSI

Strategy, Design, Implementation, Operation, CSI

ITIL is

Specific instructions on what IT service providers need to do to be successful

Guidance on IT service management

A standard way of delivering IT services

A quick fix for an IT organization's problems

What is the best definition for a service?

A means to deliver services using cheap resources

A means to deliver value by facilitating outcomes

A means to create value from external inputs

A means to define roles and avoid job duplication

Which of the following statements would you say is most accurate?

Continual Service Improvement is evident across all stages

Service Strategy is a major input stage to Service Transition

Service Operation is only concerned with proactive processes

Service Design does not consider design of processes, only services

What is the purpose of the Service Strategy stage?

Determine the best way to organize the service provider

Define the services to be offered and who we will offer them to

Develop a strategy for each customer

Deduce the best way to deliver services

What is the goal of the Financial Management process?

Increase costs

Follow the company's financial policies

Reduce costs

Obtain funding to deliver services

What is the purpose of the Business Relationship Management process?

Maintain a positive relationship with each customer

Negotiate the best contract with each customer

Manage the business suppliers

Manage relations with government agencies

What is the Service Design stage's primary responsible?

Designing for people, processes, products and partners

Developing the best ways to use technology

Finding ways to continually improve services

Planning how we will deliver the strategy

Which of the following activities is the Service Level Management process responsible for?

Design the configuration management systems from a business perspective

Create technology metrics to align with customer needs

To negotiate service levels required to deliver customer value

Train the service desk on how to deal with customer complaints about services

What of the following statements about the Supplier Management process is incorrect?

Supplier Management negotiates internal and external agreements to support the delivery of services

Supplier Management ensures that suppliers performance is reviewed on a regular basis

Supplier Management works with Service Level Management

Supplier Management should be involved in all stages of the service lifecycle

The main objective of the Capacity Management process is?

To monitor and report on the capacity of IT components

To ensure all targets in Service Level Agreements are met

To guarantee performance levels for services and components

To ensure that service performance matches or exceeds the agreed needs of the business

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