ITIL ITIL Service Portfolio & Demand Management 2 — Questions and Answers
Question 1: What is the goal of 'Demand Management' in ITIL Service Strategy?
- To increase IT staffing levels
- To understand and influence customer demand in order to ensure sufficient capacity is provisioned cost-effectively (Correct answer)
- To eliminate all unplanned service requests
- To automate the procurement process
Correct 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.
Question 2: What is a 'User Profile (UP)' in ITIL Demand Management?
- A record of user system access rights
- A pattern that defines the service usage behavior and demand characteristics of a particular type of user (Correct answer)
- A user's SLA entitlement document
- A record of past incidents raised by a user
Correct 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.
Question 3: In ITIL, how can a service provider influence demand to avoid capacity overload during peak periods?
- By restricting all service access during peaks
- By using differential pricing, time-based incentives, or service bundling to shift demand (Correct answer)
- By increasing SLA penalties for peak-hour incidents
- By removing low-priority users from the system
Correct 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.
Question 4: What is 'strategic fit' in the context of ITIL Service Portfolio Management?
- The alignment of IT staff skills with job descriptions
- The degree to which proposed services align with the organization's strategic objectives and priorities (Correct answer)
- The compatibility of new software with existing hardware
- The match between vendor offerings and procurement budgets
Correct 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.
Question 5: Which four actions are used in ITIL Service Portfolio Management to govern the lifecycle of a service?
- Plan, Build, Run, Review
- Retain, Replace, Rationalize, Renew (Correct answer)
- Identify, Classify, Optimize, Retire
- Assess, Design, Deploy, Monitor
Correct 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.
Question 6: What information should a service portfolio record for each service to support strategic decision-making?
- Only the service's technical specifications
- The service's value proposition, business outcomes supported, costs, risks, and current status (Correct answer)
- Only SLA performance statistics
- Vendor contact details and contract end dates
Correct 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.
ITIL ITIL Service Portfolio & Demand Management 2
What is the goal of 'Demand Management' in ITIL Service Strategy?