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ITIL Service Portfolio & Demand Management Flashcards

6 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

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  1. What is the goal of 'Demand Management' in ITIL Service Strategy?

    Answer: To understand and influence customer demand in order to ensure sufficient capacity is provisioned cost-effectively

    Demand Management seeks to understand demand patterns and influence them where possible, enabling Capacity Management to provision resources cost-effectively without over-provisioning.

  2. What is a 'User Profile (UP)' in ITIL Demand Management?

    Answer: A pattern that defines the service usage behavior and demand characteristics of a particular type of user

    A User Profile describes how a specific type of user consumes services, enabling demand forecasting and appropriate capacity alignment.

  3. In ITIL, how can a service provider influence demand to avoid capacity overload during peak periods?

    Answer: By using differential pricing, time-based incentives, or service bundling to shift demand

    Demand Management can use pricing incentives, off-peak discounts, or service bundling to shift demand away from peak times, reducing strain without restricting access.

  4. What is 'strategic fit' in the context of ITIL Service Portfolio Management?

    Answer: The degree to which proposed services align with the organization's strategic objectives and priorities

    Strategic fit evaluates whether a proposed service supports the organization's strategy, ensuring portfolio investments deliver outcomes the business actually needs.

  5. Which four actions are used in ITIL Service Portfolio Management to govern the lifecycle of a service?

    Answer: Retain, Replace, Rationalize, Renew

    Service Portfolio Management uses Retain, Replace, Rationalize, and Renew to evaluate and govern services, determining whether each should be kept, improved, consolidated, or updated.

  6. What information should a service portfolio record for each service to support strategic decision-making?

    Answer: The service's value proposition, business outcomes supported, costs, risks, and current status

    A complete portfolio record includes value proposition, supported business outcomes, cost, risk profile, and lifecycle status, giving decision-makers full visibility.