From the customer viewpoint, in which phase of the lifecycle is actual value seen?

Which phases of the Service Lifecycle are known as the ‘progressive phases’?

Which phase of the lifecycle provides guidance on managing complexities associated with changes to services involving Release Management, Programme Management and Risk Management?

Which of the following statements best describe Utility and Warranty from the customer’s perspective?

What distinctive ‘capabilities’ do service providers need to develop?

For which phase of the Service Lifecycle is it most important to take a holistic approach?

The ITIL framework provides a source of good practice in Service Management. Which of the following statements about ITIL are correct?

1. The core ITIL publications are applicable to all types of organizations

2. The structure of the ITIL core is in the form of a process framework

3. ITIL provides complementary guidance for specific industry sectors

4. ITIL can be adapted for use in various business environments

In which core publication are Change Management and Knowledge Management detailed?

Output from Service Strategy is used as input to plan new and changed services in which phase of the Service Lifecycle?

Which of the following is NOT a goal or an objective of Service Design?