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ITIL Foundation Certification - IT Service Management Questions and Answers

Question 21

Which of the following is NOT one of the five individual aspects of service design?

The design of the service portfolio, including the service catalogue

The design of new or changed services

The design of market spaces

The design of the technology architectures

Question 22

Which one of the following do technology metrics measure?

Components

Processes

The end-to-end service

Customer satisfaction

Question 23

Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".

What are these four Ps?

People, process, partners, performance

Performance, process, products, problems

People, process, products, partners

People, products, perspective, partners

Question 24

What do customer perceptions and business outcomes help to define?

The value of a service

Governance

Total cost of ownership (TCO)

Key performance indicators (KPIs)