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ITIL® Service Strategy Lifecycle Quiz Questions and Answers

Answer :
  • Progress iteratively with feedback

Explanation :

D. Correct. ‘Progress iteratively with feedback’ recommends comprehending "the whole, but do something: Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything. This can lead to what has sometimes been called ‘analysis paralysis’, in which so much time is spent analyzing the situation that nothing ever gets done about it." Ref 4.3.3.3
Answer :
  • Service configuration management

Explanation :

A. Correct. "The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them". Ref 5.2.11
Answer :
  • To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels

Explanation :

B. Correct. "The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders." Ref 5.1.9
Answer :
  • Ensure suppliers include details of their approach to service improvement in contracts

Explanation :

A. Correct "When contracting for a supplier’s service, the contract should include details of how they will measure, report on, and improve their services over the life of the contract." Ref 5.1.2
Answer :
  • The guiding principles

Explanation :

Correct. The guiding principles can "guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances." Ref 4.3
Answer :
  • Incident management

Explanation :

D. Correct. "The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible." Ref 5.2.5
Answer :
  • It should be prioritized based on its potential impact and probability

Explanation :

B. Correct. "Problems are prioritized for analysis based on the risk that they pose, and are managed as risks based on their potential impact and probability." Ref 5.2.8
Answer :
  • outcomes

Explanation :

B. Correct. "Customer: The role that defines the requirements for a service and takes responsibility for the outcomes of service consumption." Ref 2.2.2