CIS 500 Quiz: 3. Service Strategy Processes CHAPTER 3

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    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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