CIS 500
Q Which of the following statements about risk is TRUE
It is something that always happens.
It is something that will happen.
It is something that might happen.
It is something that won't happen.
Q: ITIL identifies three areas that will be used by customers in their understanding of value. Which of these is not one of them?
The customer's perception
The customer's preferences
The business outcomes achieved
The service provider's preferences
Q: ITIL recommends that you understand and document the profile of patterns of business activity (PBA). Which of these represents the four things that you should capture about each PBA profile?
Classification, prioritization, requirements, and service asset requirements
Classification, attributes, requirements, and service asset requirements
Attributes, service asset serial numbers, prioritization, and requirements
Management information, prioritization, service asset serial numbers, and configuration baselines
Q: What is the meaning of "utility of a service"?
The service meets the requirements for facilities management.
The service is "fit for use."
The service is capable of supporting the business strategy.
The service delivers the functionality required to meet a business outcome.
Q: Which of the following is a combination of the effects of utility and warranty?
Value networks
Value creation
Prime factors
Co-sourcing
Q: From the customer's perspective, value consists of two primary elements. What are those elements?
Utility and warranty
Proposal and outcome
Service and service catalogue
Portfolio and service
Q: What does a service MUST always deliver to customers?
Value
Resources
Applications
Infrastructure
Q: Which two statements reflect the guidance found in the Service Strategy publication?
1. Defining a strategy that allows a service provider the guidance and recommendations to deliver services to meet a customer's business outcomes.
2. Conducting customer satisfaction surveys as required on a periodic basis.
3. Defining a strategy for managing services that meet customers' business outcomes.
4. Measuring and identifying the value created by continual improvement initiatives.
2 and 4
2 and 3
1 and 3
1 and 2
Q: To properly understand the value of a service, the IT service provider requires three pieces of information. Which of these is not one of the pieces of information?
The services IT provided
How much the services cost
Who designed the services
What the services achieved
Q: The predicted costs and benefits of a proposed new service are documented in which of the following documents?
The service strategy
The project plan
The improvement register
The business case
Q: The risk management approach consists of three stages. Which of these is not a stage identified in the ITIL guidance?
Calibrate risks
Analyze risks
Identify risks
Manage risks
Q: Which one of these four assets can be classed as both a resource and a capability?
Knowledge
Organization
Financial capital
People
Q: Which one of these four assets can be classed as both a resource and a capability?
Knowledge
Organization
Financial capital
People
Q: Which of the following is concerned with fairness and transparency?
Service Strategy
Service Management
Capacity Management
Governance
Q: Who defines the value of a service?
Business relationship manager
Customer
Service strategy process owner
Service strategy process manager
Q: Which of these statements about governance is true?
1. Ensures that policies and strategy are actually implemented
2. Ensures that required processes are correctly followed
3. Ensures that the CAB assesses all changes
1 only
2 and 3
1, 2, and 3
1 and 2
Q: What is the purpose of the service strategy lifecycle stage?
Define the objectives for all roles and responsibilities across the service lifecycle.
Define the strategic approach for service management across the service lifecycle.
Create a database of services for the service lifecycle.
Identify the processes in use for the service lifecycle.
USA 
India