Question 1

Which of the following processes is not included in the Service Strategy lifecycle phase?
A)Demand Management
B)Service Portfolio Management
C)Package Delivery Management
D)Financial Management

Accepted Answer

Demand Management, Service Portfolio Management, and Financial Management comprise the Service Strategy lifecycle phase. Package Delivery Management is not a valid ITIL term.
Key Takeaway: Demand Management, Service Portfolio Management, and Financial Management together are used to facilitate a customer's value realization of the services being provided to customers. Collectively the information can be used to drive IT investment decisions.

Question 2

The main goal of _________ is/are to provide IT Service Management with strategies for future initiatives and investment management to ensure an effective portfolio of services are being delivered:
A)Demand Management
B)Service Portfolio Management
C)Service Strategy Processes
D)Financial Management

Accepted Answer

The basic goal of Service Portfolio Management is to provide IT Service Management with strategies for future initiatives and investment management guidance to ensure an effective portfolio of services are being delivered.
Key Takeaway: Additionally, Service Portfolio Management help identify the value the business gains from IT services, assist with supporting and improving services, and keeping track of all services regardless of status (e.g. current, planned, and retired).

Question 3

Which of the following is not a category of the Service Portfolio?
A)Retired Services
B)Service Pipeline
C)Service Catalogue
D)Service Requirements

Accepted Answer

Service Requirements is not a category in the Service Portfolio.
Key Takeaway: The Service Pipeline (proposed and planned services), the Service Catalogue (active services), and Retired Services (no longer available) together make up the Service Portfolio. As expected, this information may come from different places within the organization so it's important to carefully manage and control this information.

Question 4

TTB, GTB, and RTB are all categories of:
A)Services Investments
B)Services Pipeline
C)Services Catalogue
D)Services Requirements

Accepted Answer

Transform the Business (TTB), Grow the Business (GTB), and Run the Business (RTB) are all categories of Services Investments.
Key Takeaway: Transform the Business investments are for new capabilities or new markets, Grow the Business investments are designed to help grow the current business, and Run the Business (RTB) are investments to keep the current services operating.

Question 5

The three fundamental Financial Management activities for IT Services are:
A)Funding, IT Accounting, and Chargeback
B)Investments, Accounting & Finance, and Chargeback
C)Cost Elements, Cost Types, and Cost Units
D)Funding, IT Accounting, and Demand Modeling

Accepted Answer

Funding, IT Accounting, and Chargeback are the three fundamental Financial Management activities for IT Services.
Key Takeaway: These three activities ensure that future funding requirements are predictable, that the organization can account for all its spending, and optionally to charge customers for the IT Services they use.

Question 6

The main goal of _________ is/are to foster understanding of a customer's requirements for Services and determine what is needed to satisfy the requirements:
A)Demand Portfolio Management
B)Service Portfolio Management
C)Demand Management
D)Requirements Management

Accepted Answer

The main goal of Demand Management is to foster understanding of a customer's requirements for Services and determine what is needed to satisfy the requirements.
Key Takeaway: Additionally, Demand Management is designed to identify and analyze the Patterns of Business Activity (PBA) that drives demand, and to use methods to effectively manage the demand itself. Ideally Demand Management will eventually be able to forecast the demand based on patterns in the business activities.

Question 7

Fit for use is related to ____________ and fit for purpose is related to_____________.
A)Service Warranty, Service Utility
B)Service Utility, Service Warranty
C)Service Value, Service Utility
D)Service Warranty, Service Value

Accepted Answer

Fit for use is related to Service Warranty and fit for purpose is related to Service Utility.
Key Takeaway: Before an IT organization can assign a cost for its services it has to establish a value for those services. Service Warranty, how well the positive impact is delivered, and Service Utility, the service's positive impact on the business operations, together enable the organization to establish a price for the service.

Question 8

Why would an organization use Service Portfolio Management?
A)To reduce the number of RFCs
B)To help define the value IT services provide to the business
C)To clarify supplier contract provisions
D)Service Portfolio Management is not a valid ITIL process

Accepted Answer

An organization would use Service Portfolio Management to help define the value IT services provide to the business.
Key Takeaway: Service Portfolio Management defines the reasons why (value) a customer would buy the services, why they should be procured for their group, how pricing for the services are defined, and how resources are aligned to meet the demands of the services. Depending on the customers it has, it is possible for a service provider to have multiple Service Portfolios.

Question 9

The categories of a Service Portfolio are:
A)Service Pipeline, Service Catalogue, and Discontinued Services
B)Service Pipeline, Service Catalogue, and Retired Services
C)Service Value, Service Utility, and Service Warranty
D)Service Warranty, Service Value, and Service Management

Accepted Answer

The categories of a Service Portfolio are Service Pipeline, Service Catalogue, and Retired Services.
Key Takeaway: Before an IT organization can assign a cost for its services it has to establish a value for those services. Service Warranty, how well the positive impact is delivered, and Service Utility, the service's positive impact on the business operations, together enable the organization to establish a price for the service. The Service Pipeline (proposed and planned services), the Service Catalogue (active services), and Retired Services (no longer available) together make up the Service Portfolio. As expected, this information may come from different places within the organization so it's important to carefully manage and control this information.

Question 10

Which of the following is the correct set of methods for Service Portfolio Management?
A)Define, Analyze, Approve, and Control
B)Define, Analyze, Approve, and Charter
C)Definition, Analysis, Approvals, and Consolidation
D)Define, Analyze, Approve, and Consolidate

Accepted Answer

Define, Analyze, Approve, and Charter is the correct set of methods for Service Portfolio Management.
Key Takeaway: Since Service Portfolio Management is a dynamic process it requires a set of methods to ensure senior management has the right information to make decisions. Define assesses and validates the portfolio data, Analyze helps ensure with business alignment and value through proper prioritization and demand, Approve ensures the needed services are authorized for use in the final portfolio, and Charter keeps track of what services are being implemented and the investment made in services.

Question 11

In the process of performing Service Portfolio Management you realize there are several services that are redundant. What would be your decision outcome?
A)Renew
B)Retain
C)Refactor
D)Replace

Accepted Answer

When there are redundant services you should replace them.
Key Takeaway: There are six outcomes of an analysis of service portfolios: Renew (meets functional needs but falls short in technology), Replace (overlapping, redundant), Retain (working well and aligned to business), Refactor (needs clarity of focus or primary functional role), Retire (fail to meet the needs both technically and functionally), and Rationalize (needs standardization or consolidation).

Question 12

What role does the CIO play in Service Portfolio Management when refreshing the portfolio?
A)Approves new team structure
B)Defines scope
C)Monitor, measure, reassess, and rebalance investments
D)Approves RACI

Accepted Answer

The CIO monitors, reassess, and rebalances the investments when refreshing the portfolio.
Key Takeaway: Refreshing the portfolio serves to ensure there is balance between the amount of investment and the cost for those investments. A refresh process is generally continuous but can also be triggered by other events such as mergers and acquisitions, changes in the competitive landscape, changes in internal or external legal, compliance, or legislative demands.

Question 13

Which of the following is not an objective of Service Design?
A)Turn strategic goals into Services and Service Portfolios
B)Verify new Services have funding
C)Take a holistic approach to designing Services
D)Ensure standards are used when designing Services and Processes

Accepted Answer

Verifying new Services have funding is not an objective of Service Design.
Key Takeaway: When creating new Services or modifying existing ones the most important factor is to support business needs. It's important that every new Service developed is compared to the existing Service Portfolio to ensure it will integrate and interface with the other Services.

Question 14

Which Service Design process includes the planning and reporting of SLAs and the review of service achievements?
A)Service Level Management
B)Operational Level Agreement
C)Service Level Agreement
D)Service Catalogue

Accepted Answer

Service Level Management is the Service Design process that includes planning and reporting of SLAs and the review of service achievements.
Key Takeaway: In addition, Service Level Management includes the process of planning, coordinating, documenting, agreeing, monitoring, and reporting of SLAs. It also is tasked with the ongoing review of service achievements to ensure that the quality of services being provided are cost-justifiable. The key activities of Service Level Management are designing the SLA frameworks, negotiating Service Level Requirements for new and changed services, monitoring service achievements through the SLAs, measuring and improving customer satisfaction, producing service reports, and performing service reviews.

Question 15

What is an agreement between internal groups designed to support the IT service provider's service delivery?
A)Operational Level Agreement (OLA)
B)Service Level Agreement (SLA)
C)Service Level Requirement (SLR)
D)Underpinning Contract

Accepted Answer

Operational Level Agreement (OLA) is an agreement between internal groups designed to support the IT service provider's service delivery.
Key Takeaway: Service Level Management is responsible for negotiating SLAs and OLAs whereas Supplier Management is responsible for negotiating UCs with the external suppliers. It's important for there to be communication between the two processes to ensure the UCs align to and support the SLAs.

Question 16

Your employer is looking to improve IT Services the company already delivers by adopting ITIL. Which document should be created first?
A)Operational Level Agreement (OLA)
B)Service Level Agreement (SLA)
C)Service Level Requirement (SLR)
D)Service Catalogue

Accepted Answer

The Service Catalogue is the first document that should be created by a company that is already delivering IT Services but wants to adopt the ITIL framework.
Key Takeaway: The Service Catalogue defines the IT Services that are being provided and will be used as a baseline when comparing what is being delivered to the customer's requirements. This will expose any gaps that can be filled and any duplicate services.

Question 17

What is the most important aspect of a Service Level Agreement (SLA)?
A)Clear Scope
B)Measurable
C)Security
D)Reliability

Accepted Answer

The most important aspect of a Service Level Agreement (SLA) is that it is measurable.
Key Takeaway: A Service Level Agreement (SLA) is important to ensure that all parties understand its contents. Avoiding unnecessary language and technical details helps reduce confusion. With joint understanding the SLA can be used to manage quality and not just for determining penalties for non-performance. This puts the SLA in the middle of fostering a strong relationship between the IT Service provider and customers.

Question 18

Your supplier agreement calls for an informal combination of insourcing and outsourcing suppliers. Which type of supplier agreement is this?
A)Application Service Provision
B)Multi-Sourcing
C)Partnering
D)Co-sourcing

Accepted Answer

Co-sourcing is the supplier agreement that calls for an informal combination of insourcing and outsourcing suppliers.
Key Takeaway: Co-sourcing is one of five different types of supplier agreements including co-sourcing, partnering or multi-sourcing, business process outsourcing, knowledge process outsourcing, and application service provision.

Question 19

What is the relationship between the SCD and a CMS?
A)Trick question, there is no relationship
B)The CMS feeds into the SCD
C)The SCD is integrated into the CMS
D)Configuration items are missing in both the SCD and CMS

Accepted Answer

The relationship between the Supplier and Contract Database (SCD) and the Configuration Management System (CMS) is that the SCD should be integrated into the CMS.
Key Takeaway: By integrating the SCD with the CMS it provides the ability to document the details about the suppliers and the contracts with the service types and products from each of the suppliers. Additionally, relationships with Configuration Items (CIs) is also recorded.

Question 20

Congratulations! You have landed a new job as manager of application development for a major insurance company. You need to get a new laptop for yourself. Where do you find the scope of service offerings within IT?
A)Service Catalogue
B)Service Menu
C)Catalogue of Services
D)Menu of Services

Accepted Answer

The Service Catalogue provides the scope of services offered by the various groups within IT.
Key Takeaway: Service Catalogues are maintained as part of the Service Catalogue Management process. The Service Catalogue Management process is the single source of information on what services are available and who has the authority to the Service Catalogue. If there were no Service Catalogues then the functions the management of Service Portfolios, Service Level Agreements, and IT budgets would be made more challenging.

Quiz 1: Information Technology Infrastructure Library (ITIL)

Which of the following processes is not included in the Service Strategy lifecycle phase?

The main goal of _________ is/are to provide IT Service Management with strategies for future initiatives and investment management to ensure an effective portfolio of services are being delivered:

Which of the following is not a category of the Service Portfolio?

TTB, GTB, and RTB are all categories of:

The three fundamental Financial Management activities for IT Services are:

The main goal of _________ is/are to foster understanding of a customer's requirements for Services and determine what is needed to satisfy the requirements:

Fit for use is related to and fit for purpose is related to_.

Why would an organization use Service Portfolio Management?

The categories of a Service Portfolio are:

Which of the following is the correct set of methods for Service Portfolio Management?

In the process of performing Service Portfolio Management you realize there are several services that are redundant. What would be your decision outcome?

What role does the CIO play in Service Portfolio Management when refreshing the portfolio?

Which of the following is not an objective of Service Design?

Which Service Design process includes the planning and reporting of SLAs and the review of service achievements?

What is an agreement between internal groups designed to support the IT service provider's service delivery?

Your employer is looking to improve IT Services the company already delivers by adopting ITIL. Which document should be created first?

What is the most important aspect of a Service Level Agreement (SLA) ?

Your supplier agreement calls for an informal combination of insourcing and outsourcing suppliers. Which type of supplier agreement is this?

What is the relationship between the SCD and a CMS?

Congratulations! You have landed a new job as manager of application development for a major insurance company. You need to get a new laptop for yourself. Where do you find the scope of service offerings within IT?