Which stakeholders co-create value in a service relationship?

A.

Investor and consumer

B.

Investor and supplier

C.

Consumer and provider

D.

Provider and supplier

Which competencies are required by the 'service level management' practice?

A.

Problem investigation and resolution

B.

Incident analysis and prioritization

C.

Business analysis and commercial management

D.

Balanced scorecard reviews and maturity assessment

What are the ITIL guiding principles used for?

A.

To help an organization make good decisions

B.

To direct and control an organization

C.

To identify activities that an organization must perform in order to deliver a valuable service

D.

To ensure that an organization’s performance continually meets stakeholders’ expectations

Which statement about outcomes is CORRECT? 

A.

Outcomes help service consumers achieve outputs

B.

Outcomes are one or more services that fulfil the needs of a service consumer

C.

Service providers help service consumers achieve outcomes

D.

Helping service consumers achieve outcomes reduces service provider costs

What is a recommendation of the ‘focus on value’ guiding principle?

A.

Make ‘focus on value’ a responsibility of the management

B.

Focus on the value of new and significant projects first

C.

Focus on value for the service provider first

D.

Focus on value at every step of the improvement

Which practice coordinates the classification, ownership and communication of service requests and incidents?

A.

Supplier management

B.

Service desk

C.

Problem management

D.

Relationship management

Which practice owns and manages issues, queries and requests from users?

A.

Service desk

B.

Problem management

C.

Incident management

D.

Change control

Which TWO statements about an organization’s culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A.

1 and 2

B.

2 and 3

C.

3 and 4

D.

1 and 4

What is defined as any component that needs to be managed in order to deliver an IT service?

A.

A service request

B.

An IT asset

C.

A configuration item (CI)

D.

An incident

Which joint activity performed by a service provider and service consumer ensures continual value
co-creation? 

A.

Service offering

B.

Service provision

C.

Service relationship management

D.

Service consumption

Which is a purpose of the 'service desk' practice?

A.

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

B.

To capture demand for incident resolution and service requests

C.

To set clear business-based targets for service performance

D.

To maximize the number of successful IT changes by ensuring risks are properly assessed

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity
assessments?

A.

Incident management

B.

Continual improvement

C.

Service request management

D.

Problem management