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Q1. Which two steps are within the ITIL Continual Service Improvement (CSI) seven step process for service improvement?

A. Measuring the ROI

B. Managing stakeholders

C. Implementing change

D. Collecting the data

E. Reporting to decision makers

Answer: C,D

Q2. Which task is part of the Qualification phase of the Cisco Integrated Sales Process?

A. Define customer business issue.

B. Align the preliminary solution aligned to business issue.

C. Gain customer approval of the solution design.

D. Inquire about the customer budget

Answer: B

Q3. Which tool can determine the lines of business that add value to the customer business?

A. business capability model.

B. Porter’s value chain.

C. stakeholder power grid

D. PEST analysis.

Answer: B

Q4. What are the two recommended steps to managing benefits realization? (Choose two)

A. Detail the action for achieving each benefit.

B. Create a stakeholder management grid.

C. identify each benefit to be decided by the benefits realization proceed.

D. Create KPIs than relate to each CSF

Answer: B,D

Q5. Which statement is a characteristic of future state capabilities?

A. They identify operating practices for a single department.

B. They depict all of the requirements that a customer organization desires (best case).

C. They convey the most important business elements that are needed to achieve goals in the future.

D. They should define very detailed needs for the near-term and high-level needs for one or more years out.

Answer: C

Q6. Which task is part of the Qualification phase of the Cisco Integrated Sales Process?

A. Define customer business issue.

B. Preliminary solution aligned to business issue.

C. Customer budget enquiry.

D. Customer approves solution design.

Answer: B

Q7. What should an adoption communications plan include?

A. Key messages, target audience, communications channels, roles and responsibilities and success metrics.

B. Key messages, sales forecast, communications channels, roles and responsibilities and success metrics.

C. Sales forecast, communications channels, roles and responsibilities and sales metrics.

D. Target audience, communications channels, sales quota, roles and responsibilities.

Answer: A

Q8. Which option is part of an implementation strategy?

A. names of employees and their user IDs

B. response time requirements for executive quarterly update videos

C. well defined key performance indicators

D. name of the finance rep who is responsible for tracking costs

Answer: C

Q9. Which option describes the recommended process for managing service improvement?

A. Define what you should measure; Gather, process and analyze the data; Present the information for management decision making; Implement corrective action.

B. Take measurements; Make one or more corrective actions; Take new measurements.

C. Determine requirements; Gather data; Analyze problems; Report on outcomes.

D. Determine requirements; Gather data and analyze data; Take corrective actions; Present management report on outcomes.

Answer: A

Q10. Which option are the stages and order proposed by the Cisco Integrated Sales Process?

A. Qualify > Prospect > Propose > Close

B. Prospect > Qualify > Propose > Close

C. Prospect > Qualify > Propose > Agree > Close

D. Qualify > Propose > Agree > Close

Answer: C