Q8. . Which is the CORRECT description of an outcome?

A. The result of carrying out an activity, following a process, or delivering an IT service

B. The inputs that trigger an action for an activity, process or IT service

C. The prediction of the future demand requirements for an activity, process or IT service

D. The design and development of the activities that make up a process or IT service

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Q9. Which statement about stakeholders is TRUE?

A. Customers, users and suppliers are examples of stakeholders who are can be external to the service

provider organization

B. External customers are those who work for the same organization as the IT service provider

C. Internal customers are always charged for the IT services they receive from the IT

service provider organization

D. Internal customers purchase services from third party suppliers by means of a legally binding contract

or agreement

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Q10. What BEST describes the value of service design to the business?

A. It supports the creation of a portfolio of quantified services

B. It reduces total cost of ownership (TCO) of services

C. It improves the control of service assets and configurations

D. It provides quick and effective access to standard services

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Q11. Which stage of the service lifecycle identifies, defines and aligns the IT solution with the business

requirements?

A. Service transition

B. Service design

C. Service operation

D. Service configuration

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Q12. What BEST describes the purpose of analyzing risk?

A. To assess impact and urgency

B. To assess impact and probability

C. To review remediation planning

D. To review transition planning

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Q13. In service design, which term describes services, technologies and tools?

A. People

B. Partners

C. Products

D. Processes

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Q14. Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A. Following a full change advisory board (CAB) to resolve any outstanding agenda items.

B. During peak or holiday periods when emergencies are more likely to occur.

C. In an emergency when it is not possible to convene a full CAB.

D. Outside the normal working hours of the business unit.

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Q15. What is the best description of an external customer?

A. Someone who works in the same organization but in a different business unit to the service provider

B. Anyone who gets charged for the delivered services

C. Customers who are not part of the same organization as the service provider

D. Customers for whom the cost of the service is the primary driver

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Q16. What BEST describes the value of service strategy to the business?

A. It supports the creation of a portfolio of quantified services

B. It reduces the effort spent on managing test and pilot environments

C. It improves the control of service assets and configurations

D. It provides quick and effective access to standard services

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Q17. Which statement is CORRECT?

A. The configuration management system is part of the known error database

B. The service knowledge management system is part of the configuration management system.

C. The configuration management system is part of the service knowledge management system.

D. The configuration management system is part of the configuration management database.

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