Service Management A (incomplete)

There are several sources of best practice including public frameworks, standards, and the proprietary knowledge of organisations and individuals. Which of the following statements are correct? 1. Proprietary knowledge is difficult to replicate or transfer 2. Standards are only available through licensing agreements 3. Organisations should cultivate their own proprietary knowledge 4. Public frameworks are validated across multiple organisations

Which of the following best describes how services deliver value to customers?

ITIL has become the most widely accepted approach to service management in the world. Which of the following is INCORRECT about service management?

Which of the following statements are correct? 1. Functions are specialised to perform certain types of work 2. Functions accumulate their own body of knowledge through experience 3. Functions improve coordination through developing their own processes 4. Functions provide structure and stability to organisations

Which of the following statements is INCORRECT concerning ITIL?

From the customer viewpoint, in which phase of the lifecycle is actual value seen?

In which core publication is business relationship management detailed?

Which phase of the lifecycle provides guidance on managing complexities associated with changes to services involving release management, programme management and risk management?

Which of the following statements best describe utility and warranty from the customer's perspective?4

What distinctive 'capabilities' do service providers need to develop?

For which phase of the service lifecycle is it most important to take a holistic approach?

Which of the following is NOT a direct benefit that will come from the service design phase of the lifecycle?

The ITIL framework provides a source of best practice in service management. Which of the following statements about ITIL are correct? 1. The core ITIL publications are applicable to all types of organisations 2. The structure of the ITIL core is in the form of a process framework 3. ITIL provides complementary guidance for specific industry sectors 4. ITIL can be adapted for use in various business environments

In which core publication are change management and knowledge management detailed?

Demand management interfaces very closely with, and has a dependency on, which other process?

Output from service strategy is used as input to plan new and changed services in which phase of the service lifecycle?

Which of the following is NOT a goal nor an objective of service design?

Which of the following describes the main way in which the Service Strategy publication can assist an organisation?

Which of the following statements about the service portfolio are correct? 1. The service portfolio represents the investments made by a service provider 2. The service portfolio includes third party services that are part of service offerings 3. The service portfolio represents the ability of a service provider to serve customers and market spaces

What details are contained in the service pipeline?

Which of the following statements is/are correct about IT governance? 1. IT governance is an integral part of enterprise governance 2. IT governance is the responsibility of the board of directors 3. IT governance enables organisations to benchmark processes

A business case can be most accurately described as?

From a service management perspective which of the following is NOT a specific risk management activity?

It is important to distinguish between the three different types of service provider. Which of the following most accurately describes the main difference between Type I and Type II service providers?

Value is defined not only in terms of the customer's business outcomes, it is also highly dependent on?

Which of the following most accurately describes the need for service providers to develop a marketing mindset?