ITIL 4 Homework 1

ITIL 4 Homework 1

By your Rutgers ITIL 4 Foundation Trainers

Multiple Choice

Identify the missing word(s) in the following sentence:

A service is a means of enabling value co-creation by facilitating _______ that customers want to achieve.

• the warranty

• outcomes

• the utility

• outputs

​A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve.

​

Multiple Choice

Which describes outcomes?

• Tangible or intangible deliverables

• The functionality offered by a product or service

• Results desired by a stakeholder

• Configuration of an organization's resources

​

Which describes outcomes?

​

Multiple Choice

What are the two types of costs that a service consumer should evaluate?

• The price of the service, and the cost of creating the service

• The costs removed by the service, and the costs imposed by the service  

• The cost of provisioning the service, and the cost of improving the service

• The cost of software, and the cost of hardware

​What are the two types of costs that a service consumer should evaluate?

​

Multiple Choice

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

• Value

• An outcome

• Warranty

• A service offering

​A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

​

Multiple Choice

What is the definition of warranty?

• A tangible or intangible deliverable that is produced by carrying out an activity

• The assurance that a product or service will meet agreed requirements

• A possible event that could cause harm or loss, or make it more difficult to achieve objectives  

• The functionality offered by a product or service to meet a particular need  

​What is the definition of warranty?

​

Multiple Choice

Which is NOT a key focus of the ‘information and technology’ dimension?

• Security compliance

• Communication systems and knowledge bases

• Workflow management and inventory systems

• Roles and responsibilities

Which is NOT a key focus of the ‘information and technology’ dimension?

​

Which is NOT a key focus of the ‘information and technology’ dimension?

​

Multiple Choice

Which value chain activity ensures people understand the organization’s vision?

• Improve

• Plan

• Deliver and support

• Obtain/build

Which value chain activity ensures people understand the organization’s vision?​

​

Multiple Choice

Which statement about the value chain activities is CORRECT?

• Every practice belongs to a specific value chain activity

• A specific combination of value chain activities and practices forms a service relationship

• Service value chain activities form a single workflow that enables value creation

• Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Which statement about the value chain activities is CORRECT?​

​