Question 1

Which step of the continual improvement model includes baseline assessments?

Options :

A : Did we get there?

B : Where are we now?

C : What is the vision?

D : Where do we want to be?

Answer: D

Question 2

What considerations influence the supplier strategy of an organization?

Options :

A : Contracts and agreements

B : Type of cooperation with suppliers

C : Corporate culture of the organization

D : Level of formality

Answer: C

Question 3

When using the ITIL continual improvement model, which information should be produced by an organization in order to understand where the organization is now?

Options :

A : Business objectives

B : Improvement plans

C : Assessment results

D : KPI reports

Answer: D

Question 4

Which ITIL concept describes continual improvement?

Options :

A : Service value system

B : Four dimensions of service management

C : Service value chain

D : Practices

Answer: A

Question 5

What is defined as the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels?

Options :

A : Relationship management

B : Service request management

C : Service level management

D : Service desk

Answer: A

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