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Questions # 51:

Which of the following are reasons why ITIL is successful?

1. ITIL is vendor neutral

2. It does not prescribe actions

3. ITIL represents best practice

Options:
A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Expert Solution
Questions # 52:

Which reason describes why ITIL is so successful?

Options:
A.

The five ITIL volumes are concise

B.

It is not tied to any particular vendor platform

C.

It tells service providers exactly how to be successful

D.

It is designed to be used to manage projects

Expert Solution
Questions # 53:

What are customers of IT services who do NOT work in the same organization as the service provider known as?

Options:
A.

Strategic customers

B.

External customers

C.

Valued customers

D.

Internal customers

Expert Solution
Questions # 54:

Which is the correct definition of a customer facing service?

Options:
A.

One which directly supports the business processes of customers

B.

A service that cannot be allowed to fail

C.

One which is not covered by a service level agreement

D.

A service not directly used by the business

Expert Solution
Questions # 55:

Which of the following is best definition of IT service management?

Options:
A.

An internal service provider that is embedded within a business unit

B.

A complete set of all the documentation required to deliver world class services to customers

C.

Technical implementation of supporting IT infrastructure components

D.

The implementation and management of quality IT services that meet business needs

Expert Solution
Questions # 56:

What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

Options:
A.

Business services

B.

Component services

C.

Supporting services

D.

Customer services

Expert Solution
Questions # 57:

Which one of the following would NOT be defined as part of every process?

Options:
A.

Roles

B.

Inputs and outputs

C.

Functions

D.

Metrics

Expert Solution
Questions # 58:

What should a service always deliver to customers?

Options:
A.

Applications

B.

Infrastructure

C.

Value

D.

Resources

Expert Solution
Questions # 59:

Which one of the following is the BEST definition of the term ‘service management’?

Options:
A.

A set of specialized organizational capabilities for providing value to customers in the form of services

B.

A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

C.

The management of functions within an organization to perform certain activities

D.

Units of organizations with roles to perform certain activities

Expert Solution
Questions # 60:

Which of the following are classed as stakeholders in service management?

1. Customers

2. Users

3. Suppliers

Options:
A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only

Expert Solution
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