6.
What is the purpose of the service strategy lifecycle stage?
- A.Identify the processes in use for the service lifecycle.
- B.Create a database of services for the service lifecycle.
- C.Define the strategic approach for service management across the service lifecycle.
- D.Define the objectives for all roles and responsibilities across the service lifecycle.
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| The strategic phase of the lifecycle is concerned with the high-level planning of a lifecycle approach for all services and the supporting processes of service management to support the services. |
7.
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.
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.
- A.1 and 2
- B.1 and 3
- C.2 and 3
- D.2 and 4
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| Strategy is concerned with ensuring business outcomes are met by the services and service management processes. Customer satisfaction and measuring improvements are the concern of continuous service improvement. |
8.
Who defines the value of a service?
- A.Service strategy process manager
- B.Service strategy process owner
- C.Customer
- D.Business relationship manager
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| The value of a service is always based on a customer’s perspective. The service is delivered to support a customer’s needs. |
9.
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?
- A.The services IT provided
- B.What the services achieved
- C.Who designed the services
- D.How much the services cost
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| Who designed the service is not a necessary piece of information for defining value; you should focus on the deliverables and cost. |
10.
ITIL identifies three areas that will be used by customers in their understanding of value.
Which of these is not one of them?
- A.The business outcomes achieved
- B.The customer’s preferences
- C.The customer’s perception
- D.The service provider’s preferences
- Answer & Explanation
- Report
Answer : [D]
Explanation :
Explanation :
| The customer is interested in the value the service provides to them and is not interested in the preferences of the service provider. |
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