UNIT I QUESTIONS (Chapters 1, 2 and 3)
1. Explain ITSM. Describe the four ITSM perspectives.
2. Explain ITSM benefits.
3. Elaborate ITSM service life cycle.
4. Explain the functions and the processes across the ITSM life cycle.
5. Explain four P’s of Service Strategy with a neat labelled diagram.
6. How are markets defined in service strategy? Explain.
7. Who is Service Provider? What are its types?
8. How to prepare Service Strategy for execution?
9. What are the Risks associated with Service Strategy?
10. In service strategy, what do coordination and control mean?
UNIT II QUESTIONS (Chapters 4 and 5)
1. Define Service Design. List and explain its goals.
2. Write a short note on balanced service design.
3. What are Service Requirements? How to identify them?
4. Explain in detail about Service Level Management process of Service
design.
5. Explain any five components of service availability management process.
6. List and explain activities and sub processes of IT Service Continuity
Management process.
7. List and explain activities of Information Security Management process.
8. Explain in detail supplier management process of service design.
9. Summarize the challenges in Service Design Process.
10. List and explain the Risks associated with Service Design Process.
UNIT III QUESTIONS (Chapters 6 and 7)
1. Describe service transition. Explain its objectives, purpose and goal.
2. Discuss the Principles of service transition stage.
3. Write a short note on Policies for service transition.
4. Explain Transition planning and support process in detail.
5. What is Change? What are the different types of Changes? List and explain
Seven R (7 R’s) of ITIL Change management.
6. Specify the objectives of release and deployment management process.
7. State and explain the objectives of Service Validation and Testing.
8. Explain the “Service V Model” of ITIL Service Validation and Testing.
9. Write a short note on Knowledge Management.
10. Write short note on the DIKW Model of ITIL Knowledge Management.
11. Write a detail short note on critical success factors of service transition
phase.
12. Explain in detail about the challenges and the risks associated with service
transition phase.
UNIT IV QUESTIONS (Chapters 8 and 9)
1. Define Service operation. Explain the principles of service operation stage.
2. How to achieve balance in service operation stage.
3. State reasons why service operation staff should be involved at service
design and transition stage?
4. What are different types of meetings conducted in organization as mode of
communication? Explain.
5. Write short note on Meetings in regards with Service Operation Phase.
6. Explain in detail about Documentation in service operation stage.
7. Explain Objective, Purpose and Scope of Event Management Process.
8. Write short note on Incident Management Lifecycle Activities.
9. List and Explain Request Fulfilment Sub-Processes.
10. Elaborate Proactive Problem Management and Reactive Problem
Management.
11. Explain in detail access management process.
12. Explain any three operational activities of processes covered in other
Lifecycle phases.
13. List and explain the challenges and risks in service operation phase.
UNIT V QUESTIONS (Chapters 10 and 11)
1. Write short note on the Approach to Continual Service Improvement.
2. Define and explain the terms CSI Register and External and Internal Drivers.
3. Write the details about CSI seven-step improvement process.
4. What is Benchmarking? Explain its procedure.
5. Explain the RACI model.
6. Write short note on CSI inputs and outputs for the various stages.
7. Why is governance important for CSI activities?
8. Explain the tools used to support CSI activities.
9. What are the factors to be considered when preparing a communication plan?
Explain.
10. What are the different approaches for starting CSI activities?
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