PEOPLECERT ITIL -2011 Foundation Set 5

Customers, providers and documents ✘ Information technology, people and processes ✘ Information technology, networks and people ✘ People, processes and customers ✔

Budgeting, costing and charging ✘ Budgeting, accounting and charging ✘ Cost models and invoicing ✘ Charging, accounting and billing ✔

Change management ✘ Service portfolio management ✘ Service level management ✘ Business relationship management ✔

Business cases should focus on both the financial and non-financial impacts of the proposed project or service ✘ Business cases should only focus on the financial impacts of the proposed project to secure support and funding ✘ Business cases should only focus on the non-financial business impacts of the proposed project to secure proper high-level management support ✘ Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets ✔

A stakeholder can only be the customer of a service ✘ A stakeholder is any individual or group that has invested their money and time in the services ✘ A stakeholder can only be the provider of a service ✘ A stakeholder is any individual or group who has an interest in the management of the services ✔

To deliver the functionality required by the business while protecting the integrity of existing services ✘ To ensure that each release package specified by service design consists of a set of related assets and service components ✘ To ensure that all changes can be tracked, tested and verified if appropriate. ✘ To record and manage deviations, risks and issues related to the new or changed service ✔

Customer assets ✘ Customer perceptions ✘ Business activity ✘ Business vision ✔

Managing major changes or new services into the operational environment. ✘ Defining how the service provider will meet the customer's required business outcomes. ✘ Ensuring that emergency changes are assessed for impact before implementation. ✘ Creating a logical model between the individual components and the overall service. ✔

Technical and service ✘ Resource and proactive ✘ Reactive and technical ✘ Proactive and reactive ✔

Change evaluation ✘ Knowledge management ✘ Service validation and testing ✘ Service asset and configuration management ✔