- (Topic 2)
Which of the following is NOT an objective of Continual Service Improvement?

1. A. Review and analyze Service Level Achievement results
2. B. Identify activities to improve the efficiency of service management processes
3. C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
4. D. Conduct activities to deliver and manage services at agreed levels to business users

Correct Answer: D

- (Topic 3)
Why is it important for service providers to understand patterns of business activity (PBA)?

1. A. PBA are based on organizational roles and responsibilities
2. B. IT service providers CANNOT schedule changes until they understand PBA
3. C. Demand for the services delivered by service providers are directly influenced by PBA
4. D. Understanding PBA is the only way to enable accurate service level reporting

Correct Answer: C

- (Topic 10)
Which is an objective of the service design lifecycle stage?

1. A. To embed continual service improvement (CSI) in all service design activities
2. B. To ensure that all service design activities use the minimum amount of resources
3. C. To monitor service level targets as agreed in service level agreements
4. D. To create and maintain a portfolio of quantified services

Correct Answer: A
http://www.greycampus.com/opencampus/itil-foundation/introduction-about-service-design

- (Topic 3)
Which of the following would NOT be contained in a release policy?

1. A. Naming and numbering conventions
2. B. Entry and exit criteria of the release into testing
3. C. Roles and responsibilities for the release
4. D. The risk register for the release

Correct Answer: D

- (Topic 10)
What BEST describes the value of continual service improvement to the business?

1. A. It supports the creation of a portfolio of quantified services
2. B. It results in gradual improvement in cost effectiveness
3. C. It improves governance by building controls into service designs
4. D. It provides quick and effective access to standard services

Correct Answer: B