Review Questions

You can find the answers in Appendix A.

1. What is the purpose of the service portfolio management process?

A. To capture details of live operational services only

B. To ensure you have an appropriate mix of services to meet the requirements of customers

C. To ensure all services are documented according to the requirements of the business

D. To capture details of retired services only

2. Which of these statements represents an objective of service portfolio management?

A. Deliver authorized change requests.

B. Maintain records of all service components and their relationships.

C. Maintain the definitive managed portfolio of services provided by the service provider.

D. Provide accurate information about the service level achievements for core services.

3. Which of these is not part of the scope of service portfolio management?

A. All the services a service provider currently delivers

B. All the projects the customer is planning to deliver

C. All the services a service provider is planning to deliver

D. All the services a service provider has retired from live operation

4. 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.

A. 1, 2, and 4

B. 1, 2, and 3

C. 2 and 4

D. 2 and 3

5. Which of these is not part of the structure of the service portfolio?

A. Service register

B. Service pipeline

C. Service catalog

D. Retired services

6. What is the purpose of financial management?

A. To agree to the business requirements for managing the finance systems

B. To agree to the operating policies for the finance systems

C. To secure to the appropriate software programs for financial systems

D. To secure to the appropriate funding for IT services

7. Which of these is not part of the scope of financial management?

A. Budgeting

B. Consolidating

C. Accounting

D. Charging

8. 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

A. 1, 2, 3, 4, and 5

B. 2, 3, 4, and 5

C. 1, 2, 3, and 4

D. 1, 3, and 5

9. Which of these is a purpose of business relationship management (BRM)?

A. Manage the services provided to a customer

B. Establish a mechanism for recording service requests from the customer

C. Establish a relationship between the service provider and the customer

D. Manage the funding for services provided to a customer

10. Which of these statements about business relationship management (BRM) is most correct?

A. BRM focuses on the relationship with users through the service desk.

B. BRM monitors the service targets for all services.

C. BRM reviews all service changes.

D. BRM focuses on a high-level relationship with customers.