2023 Quiz 2 Understanding Service Strategy 1 of 17 Q Who defines the value | Assignment Collections

Quiz: 2. Understanding Service Strategy, 1 of 17
Q: Who defines the value of a service?

Business relationship manager

Customer

Service strategy process owner

Service strategy process manager
Quiz: 2. Understanding Service Strategy, 2 of 17
Q: The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL guidance?

Identify risks

Manage risks

Calibrate risks

Analyze risks
Quiz: 2. Understanding Service Strategy, 3 of 17
Q: ITIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one of them?

The customer’s preferences

The business outcomes achieved

The service provider’s preferences

The customer’s perception
Quiz: 2. Understanding Service Strategy, 4 of 17
Q: The predicted costs and benefits of a proposed new service are documented in which of the following documents?

The service strategy

The project plan

The improvement register

The business case
Quiz: 2. Understanding Service Strategy, 5 of 17
Q: What is the purpose of the service strategy lifecycle stage?

Create a database of services for the service lifecycle.

Define the strategic approach for service management across the service lifecycle.

Define the objectives for all roles and responsibilities across the service lifecycle.

Identify the processes in use for the service lifecycle.
Quiz: 2. Understanding Service Strategy, 6 of 17
Q: Which stage of the service lifecycle is mainly concerned with defining policies and objectives?

Service Strategy

Service Design

Service Operation

Service Transition
Quiz: 2. Understanding Service Strategy, 7 of 17
Q: Which process ensures that organizations are in a position to deal with the costs and risks associated with their service portfolios?

Service Design

Service Operation

Service Transition

Service Strategy
Quiz: 2. Understanding Service Strategy, 8 of 17
Q: Which of the following statements about risk is TRUE?

It is something that might happen.

It is something that won’t happen.

It is something that always happens.

It is something that will happen.
Quiz: 2. Understanding Service Strategy, 9 of 17
Q: ITIL recommends that you understand and document the profile of patterns of business activity (PBA). Which of these represents the four things that you should capture about each PBA profile?

Attributes, service asset serial numbers, prioritization, and requirements

Management information, prioritization, service asset serial numbers, and configuration baselines

Classification, prioritization, requirements, and service asset requirements

Classification, attributes, requirements, and service asset requirements
Quiz: 2. Understanding Service Strategy, 10 of 17
Q: Which two statements reflect the guidance found in the Service Strategy publication?
1. Defining a strategy that allows a service provider the guidance and recommendations to deliver services to meet a customer’s business outcomes.
2. Conducting customer satisfaction surveys as required on a periodic basis.
3. Defining a strategy for managing services that meet customers’ business outcomes.
4. Measuring and identifying the value created by continual improvement initiatives.

2 and 3

2 and 4

1 and 2

1 and 3
Quiz: 2. Understanding Service Strategy, 11 of 17
Q: To properly understand the value of a service, the IT service provider requires three pieces of information. Which of these is not one of the pieces of information?

How much the services cost

Who designed the services

What the services achieved

The services IT provided
Quiz: 2. Understanding Service Strategy, 12 of 17
Q: Which of the following is concerned with fairness and transparency?

Service Management

Capacity Management

Governance

Service Strategy
Quiz: 2. Understanding Service Strategy, 13 of 17
Q: Which one of these four assets can be classed as both a resource and a capability?

Knowledge

Organization

Financial capital

People
Quiz: 2. Understanding Service Strategy, 14 of 17
Q: What does a service MUST always deliver to customers?

Applications

Resources

Value

Infrastructure
Quiz: 2. Understanding Service Strategy, 15 of 17
Q: Which of these statements about governance is true?

1. Ensures that policies and strategy are actually implemented
2. Ensures that required processes are correctly followed
3. Ensures that the CAB assesses all changes

1 and 2

1 only

2 and 3

1, 2, and 3
Quiz: 2. Understanding Service Strategy, 16 of 17
Q: Which of the following is a combination of the effects of utility and warranty?

Value creation

Value networks

Co-sourcing

Prime factors
Quiz: 2. Understanding Service Strategy, 17 of 17
Q: What is the meaning of “utility of a service”?

The service is capable of supporting the business strategy.

The service is “fit for use.”

The service meets the requirements for facilities management.

The service delivers the functionality required to meet a business outcome.