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Last Updated: Sep 08, 2026
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| Section | Objectives |
|---|---|
| Service Management as a Practice | - Definition of services and customers - Concept of best practices in service management - Role of service management |
| Service Lifecycle | - Service Strategy - Service Operation - Service Design - Service Transition - Continual Service Improvement |
| Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
What would be the next step in the Continual Service Improvement (CSI) Model after:
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?
Correct Answer: C 🗳️
The group that authorizes changes that must be installed faster than the normal process is called the?
Correct Answer: D 🗳️
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
Correct Answer: B 🗳️
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3:
Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
Correct Answer: C 🗳️
Which of the following questions does Service Strategy help answer with its guidance?
1.How do we prioritize investments across a portfolio?
2.What services to offer and to whom?
3.What are the Patterns of Business Activity (PBA)?
Correct Answer: D 🗳️
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