Introduction to ITIL (Modules 1 & 2)
Service Provisioning includes supplying of goods. True or False?
True.
Which of the following is NOT an element of the Service Value System?
a. Start where you are
b. Guiding principles
c. Governance
d. Service value chain
a. Start where you are
It ensures that services achieve agreed & expected performance, satisfying current & future demand in cost-effective way:
a. Service Financial Management
b. Availability Management
c. Project Management
d. Capacity and Performance Management
d. Capacity and Performance Management
What kind of model is the Service Value Chain (SVC)?
a. Organizational
b. Operational
c. Outsourced
d. Original
b. Operational
A CIR is a …?
a. Continual Improvement Resource
b. Continual Integration Resource
c. Continual Improvement Register
d. Continuous Integration Register
Continual Improvement Register
What is Service Management?
a. Set of specialized org. capabilities for enabling value in form of service
b. A temporary endeavor undertaken to create a unique service.
c. Use of skills, tools & activities to meet value for service provision
d. Structured document that track idea from identification to final
a. Set of specialized org. capabilities for enabling value in form of service
____ is the means by which an organization is directed and controlled?
a. Guiding principles
b. Governance
c. Service value chain
d. Continual improvement
b. Governance
Which ITIL Guiding principle organizes work into smaller, manageable sections?
Progress Iteratively with Feedback
Which Value Chain Activity has the purpose of ensuring “a shared understanding of the vision, current status of all products and services across the organization”?
Plan
Which practice ensures that a variety of access channels are available for users to report issues?
a. Change enablement
b. Service desk
c. Service level management
d. Incident management
b. Service desk
Which is NOT a dimension of Service Management?
a. Organization and People
b. Products and Services
c. Information and Technology
d. Partners and Suppliers
b. Products and Services
Which SVS component is a set of organizational resources designed for performing work or accomplishing objectives?
a. Guiding Principles
b. Service Management
c. ITIL Practices
d. Continual Improvement
c. ITIL Practices
Which guiding principle recommends that the unnecessary work should be eliminated?
Keep it simple and practical
Which Value Chain Activity has an output of “knowledge and information about new and changed products and services to all value chain activities”?
Design and Transition
______ Management is a practice that establishes & nurtures the link between organization and stakeholder at a strategic and tactical levels.
Relationship
Which dimension includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?
a. Information and technology
b. Value streams and processes
c. Organizations and people
d. Partners and suppliers
d. Partners and suppliers
What is the trigger for activities in the Service Value System (SVS)?
Opportunity & Demand
____ is a term commonly used to refer to a situation where part of the output of an activity is used for new input.
Feedback loop
Which service value chain activity deals with the purchase of new products?
Obtain/build
___ is a valuable component that can contribute to the delivery of an IT product or service?
IT Asset
Which of the four dimensions focuses on managing data in compliance with industry regulations?
a. Value streams and processes
b. Organizations and people
c. Information and technology
d. Partners and suppliers
c. Information and technology
What is the output of the SVS?
Value
____ is a component that needs to be managed in order to deliver an IT service.
Configuration Item
What is the purpose of the Improve value chain activity?
To ensure continual improvement of products, services and practices
The person or group who authorizes a change is known as a ____.
Change Authority