CIS 500 Quiz: 3. Service Strategy Processes CHAPTER 3

Quiz: 3. Service Strategy Processes, 1 of 18 Q: Which of the following roles tailor a portfolio of investments based on their customer’s risk and reward profile? Service managers Customer managers Financial managers Process managersQuiz: 3. Service Strategy Processes, 2 of 18 Q: Service Portfolio is divided into how many phases? Three Two Seven Six Quiz: 3. Service Strategy Processes, 3 of 18 Q: Which of these statements about business relationship management (BRM) is most correct? BRM focuses on a high-level relationship with customers. BRM reviews all service changes. BRM monitors the service targets for all services. BRM focuses on the relationship with users through the service desk.Quiz: 3. Service Strategy Processes, 4 of 18 Q: Which of the following is a decision support and planning tool that projects the possible consequences of a business action? Configuration item Release unit Business case Service assetQuiz: 3. Service Strategy Processes, 5 of 18 Q: Which of these is not part of the scope of financial management? Budgeting Charging Accounting ConsolidatingQuiz: 3. Service Strategy Processes, 6 of 18 Q: Which of these is not part of the structure of the service portfolio? Service pipeline Service register Retired services Service catalog Quiz: 3. Service Strategy Processes, 7 of 18 Q: Which of these is not part of the scope of service portfolio management? All the services a service provider is planning to deliver All the services a service provider has retired from live operation All the services a service provider currently delivers All the projects the customer is planning to deliverQuiz: 3. Service Strategy Processes, 8 of 18 Q: Which of the following describes a provider’s services in terms of business value? Service value Service assessment Service portfolio Service updateQuiz: 3. Service Strategy Processes, 9 of 18 Q: What is the purpose of the service portfolio management process? To capture details of live operational services only To capture details of retired services only To ensure all services are documented according to the requirements of the business To ensure you have an appropriate mix of services to meet the requirements of customersQuiz: 3. Service Strategy Processes, 10 of 18 Q: Which of the following functions is NOT part of Financial Management for IT services? Budgeting Charging Procurement Pricing Quiz: 3. Service Strategy Processes, 11 of 18 Q: Which of these statements represents an objective of service portfolio management? Maintain the definitive managed portfolio of services provided by the service provider. Provide accurate information about the service level achievements for core services. Deliver authorized change requests. Maintain records of all service components and their relationships. Quiz: 3. Service Strategy Processes, 12 of 18 Q: Which of the following budgeting methods is determined on the last year’s figure basis? Zero-Base budgeting Top-down budgeting Resource budgeting Incremental budgetingQuiz: 3. Service Strategy Processes, 13 of 18 Q: Which of the following is NOT a fundamental activity of Financial Management for IT services? Funding Chargeback IT accounting Auditing Quiz: 3. Service Strategy Processes, 14 of 18 Q: Which of these statements about service portfolio management is/are correct?1. Service portfolio management should be responsible for monitoring the performance of the services according to the service level agreements.2. Service portfolio management should be responsible for evaluating the value of the services provided throughout the whole of their lifecycle.3. Service portfolio management should be able to compare the merits of the existing services against those that are being planned. 4. Service portfolio management should compare the results of continual service improvement initiatives to decide whether to improve services.1, 2, and 4 1, 2, and 3 2 and 4 2 and 3 Quiz: 3. Service Strategy Processes, 15 of 18 Q: What is the purpose of financial management? To secure to the appropriate software programs for financial systems To agree to the operating policies for the finance systems To agree to the business requirements for managing the finance systems To secure to the appropriate funding for IT servicesQuiz: 3. Service Strategy Processes, 16 of 18 Q: Which of these is a purpose of business relationship management (BRM)? Manage the services provided to a customer Establish a mechanism for recording service requests from the customer Establish a relationship between the service provider and the customer Manage the funding for services provided to a customerQuiz: 3. Service Strategy Processes, 17 of 18 Q: Which of these is/are recommended elements of a business case?1. Introduction2. Methods and assumptions3. Business impacts4. Risks and contingencies5. Recommendations 1, 2, 3, 4, and 5 1, 3, and 5 1, 2, 3, and 4 Quiz: 3. Service Strategy Processes, 18 of 18 Q: Which of the following represents a complete list of the services managed by a service provider? Service portfolio Service record Service case Service data