26.
Which of the following is the correct definition of the service catalog?
- A.A document that describes the IT service, service level targets, and responsibilities of the IT service provider and the customer
- B.The complete set of services managed by a service provider, used to manage the entire lifecycle of all services
- C.A database or document with information about all live IT services
- D.Justification for a particular item of expenditure, including information about costs, benefits, options, and risks
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| Option A refers to an SLA, option B refers to the service portfolio, and option D refers to a business case. Option C is the ITIL definition of the service catalog. |
27.
Which of the following is included in a service catalog?
1. Customer-facing services
2. Strategic services
3. Supporting services
4. Retired services
1. Customer-facing services
2. Strategic services
3. Supporting services
4. Retired services
- A.1 and 2
- B.1, 2, 3, and 4
- C.1 and 3
- D.2 and 3
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| Retired services are part of the portfolio, not the catalog. ITIL does not define strategic services. |
28.
Which of the following statements about the service catalog is true?
1. The service catalog forms part of the service portfolio.
2. The service portfolio forms part of the service catalog.
3. There is no relationship between the service catalog and the service portfolio.
4. Customer-facing services appear in the service catalog, and supporting services appear in the service portfolio.
1. The service catalog forms part of the service portfolio.
2. The service portfolio forms part of the service catalog.
3. There is no relationship between the service catalog and the service portfolio.
4. Customer-facing services appear in the service catalog, and supporting services appear in the service portfolio.
- A.1 and 3
- B.1 only
- C.2 and 4
- D.4 only
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| The service catalog contains customer-facing and supporting services and forms part of the service portfolio. |
29.
Availability is calculated using the formula AST-DT/AST × 100. What do the terms AST
and DT refer to?
- A.AST = assumed service target, DT = delivery time
- B.AST = availability service target, DT = downtime
- C.AST = agreed service time, DT = downtime
- D.AST = agreed service time, DT = delivery time
- Answer & Explanation
- Report
Answer : [C]
Explanation :
Explanation :
| Option C is the ITIL definition. Agreed service time is the time a service should be available as agreed on within an SLA or underpinning contract, and downtime is an unplanned interruption to service. |
30.
Availability management considers VBFs. What does VBF stand for?
- A.Viable business factors
- B.Vital business functions
- C.Visibility, benefits, functionality
- D.Vital business facilities
- Answer & Explanation
- Report
Answer : [B]
Explanation :
Explanation :
| This is the ITIL definition. It refers to part of a business process that is critical to the success of the business. |
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