Which of the following guiding principles is referred to find the balance between understanding the big picture and still making progress is an application? Progress Iteratively Start where you are Keep it simple and practical Optimize and automate.
Using knowledge to understand the situation and provide context for plans is an example of which value chain activity? Engage Plan Improve Design.
A service relationship is based on several activities, including:
1. Service Provision
2. Service Consumption
3. Managing Consumption
4. Service Relationship Management
5. Definition of Service
Which value chain activity created service components? 1 and 2 only 1, 2 and 4 1, 2, 4 and 5 All of the given.
Which guiding principles reflects the following idea: "Resources of all types, particularly human resources, should be used to their best effect"? Keep it simple and practical Think and work holistically Optimize and automate Focus on value.
Which guiding principle reflects the following idea: "Always use the outcome-based thinking to produce practical solution that delivery results"? Keep it simple and practical Start where you are Optimize and automate Collaborate and promote visibility.
Which of the following ITIL 4 components is the key purpose of providing a high-level holistic model to assist an organization in directing its service relationship? The Continual Improvement Mode ITIL Service Value System An ITIL practice ITIL Service Value Chain.
Which of the following statements denotes the purpose of supplier management? Ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and service Ensuring that the partner and suppliers align with the ongoing identification, improvement, and changes of services. Ensuring that the organization's suppliers and their performance are managed appropriately at strategic and tactical levels though coordinated marketing, selling and delivery activities. Ensuring that accurate and reliable information about the configuration of supplier's services is available when and where it is needed.
Which of the following options is an example of utility? Availability of a service when the customer want to use it Ability to print an invoice at the click of a button Access the Invoice Service from a mobile phone 24/7 Service restoring itself in the background whilst the customer continues working. The functionality offered by a product or service to meet a particular need.
Which of the following options referred to as the functionality offered by a product or service to meet a particular need? Delivery Service Warranty Utility.
Which of the following options is the best description of a warranty? Fit for delivery Fit for purpose Fit for use Fit for support.
In the context of a specific IT service, which dimension includes the information created and the technologies that support and enable that service? Information and technology Partners and suppliers Value streams and processes Organizations and people.
Which of the following statements is true?
1. Understand the complexity of service relationship and each party's responsibilities organizations are more likely to co-create value and make the relationships mutually beneficial.
2. Understanding the components of value, organizations ca make informed decisions about the service they provide and consume, and about the service relationships.
3. Understanding the responsibilities of roles, service consumers and service providers can improve their relationships management and effectiveness of negotiations and communications. All of the given 1 and 3 only 1 and 2 only 2 and 3 only.
In which of the following options do the four dimensions of service management apply to? The service value system only Consumers and users only All services and the service value system All services being managed only.
Collaborate and promote visibility is: A key component of value generation An action or metric that provides visibility A dimension of Service Management A guiding principle.
Which of the following options is linked to 'representing options or possibilities to add value'? Demand Value Practices Opportunity.
Providing a good understanding of stakeholder needs, transparency, and good relationship, is an objective of which value chain activity? Engage Design and transition Improve Obtain/build.
as the challenge of "silo thinking" and finger pointing, when an issue arises. Which dimension should they specifically be working on the resolve this issue? Value streams and processes Partners and suppliers Organizations and people Information and technology.
Which of the four dimensions of service management defines the activities, workflows, controls, and procedures needed to achieve agreed objectives? Value streams and processes Partners and suppliers Organizations and people Information and technology.
Ensuring a shared understanding of he vision, current status and improvement direction, is an objective of which value chain activity? Improve Obtain/build Plan Design.
Which guiding principle is an example of 'No service or element used to provide a service stands alone'? Keep it simple and practical Think and work holistically Optimize and automate Focus on value.
The optimize and automate principle involves finding the right path to optimization. This path involves ensuring that the optimization has the appropriate level of [?] Assignment of budget Resource allocation Execution duration Stakeholder engagement.
Which guiding principle is referred to 'The current state should be investigated and observed directly to make sure it is fully understood'? Optimize and automate Keep it simple and practical Progress alliteratively with feedback Start where you are.
What is the outcome of the ITIL service value system? Opportunity Value Practices Guiding principles.
A person who authorizes budget for service consumption is known as a:
Which is a purpose of the 'service desk' practice? Stakeholder Customer Sponsor Use.
Which of the following statements is correct about the guiding principle? The are unique to ITIL 4 They cannot be implemented in combination with each other They are reflected in many other frameworks They are taken from an external body of knowledge. Service request management.
Which management practice protects the information needed by the organization to conduct its business? Information security management IT asst management Relationship management Supplier management.
Which management practice ensure that the availability and performance of a service are maintained at a sufficient level in the event of a disaster? Availability management Incident management Information security management Service continuity management.
Fill in the blanks.
In the ITIL service value chain, each activity contributes to the value chain by transforming specific ________ into ________ Outpus/inputs Opportunities/improvements Processes/practices Inputs/outputs.
Which management practice support the identification and improvement of service and developing techniques of an improvement culture across the organization? Relationship management Monitoring and event management Continual improvement Knowledge management.
Which of the following dimensions is a key to making a decision to focus on your own core competencies and to outsource non-core supporting functions to third parties Organizations and people Value streams and processes Information and technology Partners and suppliers.
What should be the main objective of an organization? Reduce risks Increase sales Reduce costs Create value.
Value for the service consumer: Supports intended outcomes Changes in different situations All of the above Changes over time.
Ensuring the availability of the service components, in consideration to agreed specification, is the purpose of which value chain activity? Plan Engage Design and transition Obtain/build.
Which guiding principle denotes 'Knowing how Service Consumers use each service in an important application'? Think and work holistically Focus on Vale Start where you are Keep it simple and practical.
"Sets of organizational resources designed for performing work or accomplishing an objective" are known as what in the service value system? Processed Dimensions Practices Values.
Fill in the blanks.
The ITIL service value system has been specifically architected to enable ________ and discourage ________ working Flexibility / siloed Processes / procedural Practices / rapid Opportunity / siloed.
Which of the following guiding principles denotes the use of Kanban or Scrum Boards by developers? Optimize and automate Work holistically Keep it practical Collaborate and promote visibility.
Which of the following activities is included in 'service consumption'?
1. The management of the consumers resources needed to use the service
2. The service uses, actions performed by users
3.The receiving (acquiring) of goods 3 only 1 and 3 only 1 and 2 only All of the given.
Which of the following statements reflects the best use of the ITIL guiding principles?
1. The guiding principles can be used to guide in the adoption of a service management approach.
2. The guiding principles can be used to help organizations adapt the ITIL guidance to specific needs.
3. The guiding principles must be used to introduce new technology to an organization All of them 3 only 1 and 2 only 1 and 3 only.
Select an option to fill the blank.
A description of one or more services, designed to address the needs of a target consumer group. A _________ may include goods, access to resources, and service actions Solution Service desgin Service offering Service principle.
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