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 managers
Quiz: 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 asset
Quiz: 3. Service Strategy Processes, 5 of 18
Q: Which of these is not part of the scope of financial management?
Budgeting
Charging
Accounting
Consolidating
Quiz: 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 deliver
Quiz: 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 update
Quiz: 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 customers
Quiz: 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 budgeting
Quiz: 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 services
Quiz: 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 customer
Quiz: 3. Service Strategy Processes, 17 of 18
Q: Which of these is/are recommended elements of a business case?
1. Introduction
2. Methods and assumptions
3. Business impacts
4. Risks and contingencies
5. 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

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