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ITIL 2011 Foundation Flashcards: set #10

To see the answer, highlight the text after the “A:” letter.


Q: True/false: Technical Mgmt is a function.

A: true.

Q: What is the main purpose of Technical Mgmt?

A: to provide technical skills.

Q: What is the purpose of Application Management?

A: to manage applications throughout their lifecycle.

Q: What are IT Operations Mgmt sub-functions?

A: IT Operation Control and Facilities Management.

Q: What is the purpose of the 7 keys of performance?

A: efficiency and cost effectiveness.

Q: true/false: CSI is a process

A: false.

Q: True/false: The Deming Cycle is a process

A: false.

Q: What is the purpose of Service Level Management?

A: The purpose of Service Level Management is:

– to negotiate achievable levels of service with customers and to ensure they are maintained at all stages of the Service Lifecycle,

– to control, measure and monitor the performance of services (through service reports) and define measurement metrics for that,
– to make sure the service provider can provide services at the agreed levels for the customer, in terms of utility and warranty.

Q: Which questions does Service Portfolio Management answer?

A: Service Portfolio Management answers the following questions:

– Why do customer buy this service?
– Why do customers buy this service from us?
– What are the pricing and chargeback models?
– How should service assets be allocated?

Q: What’s the measure metric for Business Relationship Mgmt?

A: customer satisfaction, his willingness to pay for the services, his potential to attract new customers.

Q: What’s the input of Service Design?


Q: What’s the output of Service Design?


Q: What are some of the components of SDP?

A: definition of processes that will be used in Service Transition.

Q: What is the purpose of Service Design?

A: The purpose of Service Design is:

– to design new or changing services that are cost effective, in compliance with the requirements dictated in the Service Level Package, and with the service strategies constraints
– to ensure these services integrate with the existing infrastructure, technology and other services.

Q: True/false: the design of the service will be almost complete of seen from the IT perspective

A: false. IT perspective is just a small portion of the design. A holistic approach is required when designing services.

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