Notes

The ITIL Service Portfolio Management is the process that ensures that the organization has the right mix of projects and services for organization’s strategy within its funding and resource constraints.

As an emergency response to COVID-19 pandemic, many organizations are currently developing a suite of strategies to enable staff to work from home. This is possible because of a new suite of IT services being proposed and in development.

Which service portfolio type BEST represents this type of IT services?

Question 1 Select one:

A.
Service portfolio, because it represents an umbrella concept for all types of IT services in an organization.


B.
Service catalogue, because it is necessary to include the service to a catalogue before offering this to the customer.


C.
Service pipeline, because it includes ALL of the services in consideration.


D.
Retired services, because eventually as COVID-19 circumstances change, these new types of IT services may be discontinued.

2.

ITSM is outcome-driven. The results of delivering an IT service is termed as outcome. Value of the service to the customer often depends on the utility and warranty of the service.

Which of the following presents the BEST example of how a service may facilitate value-added outcomes?

Question 2 Select one:

A.
By comparing service value with service cost to ensure there is an equal ratio


B.
By ensuring data is translated directly into wisdom allowing better business decisions to be made


C.
By enhancing the performance of associated tasks and reducing the effect of constraints


D.
By allowing the achievement of contractual obligations and avoiding financial penalties

3.

As part of Continual Service Improvement (CSI), service metrics comprising critical success factors (CSF) and Key Performance Indicators (KPIs) play a critical role in the effectiveness of the ITIL processes.

For the ITIL change management, one of the popular CSFs is the “success of the implementation of change”.

Which of the following KPIs BEST describes the achievement of this CSF for the change management process?

Question 3 Select one:

A.
Increase in number of changes implemented without remediation, suggesting successful changes.


B.
Decrease in the number of incidents resulting from change.


C.
Increase in service availability from change implementation.


D.
Decrease in the number of failed changes.

4.IT service management is the management of all the processes that co-operate to ensure the quality of live IT services, according to the levels of service agreed with the customer.

Which of the following is the BEST scenario that demonstrates the growth and significance of IT Service Management (ITSM)?

Question 4 Select one:

A.
The shift of IT Management from Infrastructure to Processes.


B.
The need to improve the quality of IT services.


C.
The requirement to have budget that is different from IT project management.


D.
The focus on customer-oriented value to measure service outcome.

5. The Continual Service Improvement (CSI) process has seven steps and it is highly data intensive. Relevant data is collected, processed, analysed and presented as part of the improvement process. The actual improvement activity is only represented in the final step – Implement Improvement.

Which of the following statements BEST demonstrate the need of data intensive steps in CSI?

Question 5 Select one:

A.
You cannot manage something that you cannot measure.


B.
Assessment is an important part of Continual Service Improvement.


C.
Without data, improvement decisions are based on intuition.


D.
Appropriate data are needed to make informed decisions for continual service improvement.