*ITIL 4 - Multiple Choice Q's - Day 2/4

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

• Focus on Value

• Four Dimensions of Service Management

• Service Value System

• Service Request Management

Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

• Focus on Value

• Collaborate and Promote Visibility

• Think and Work Holistically

• Keep it Simple and Practical

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

• A service

• An output

• A practice

• Continual improvement

Which dimension of service management considers governance, management, and communication?

• Organizations and People

• Information and Technology

• Partners and Suppliers

• Value Streams and Processes

Which service management dimension is focused on activities and how these are coordinated?

• Organizations and People

• Information and Technology

• Partners and Suppliers

• Value Streams and Processes

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, without the customer having to manage specific costs and risks.

• the warranty

• outcomes

• the utility

• outputs

Which role submits service requests?

• The user, or their authorized representative

• The customer, or their authorized representative

• The sponsor, or their authorized representative

• The supplier, or their authorized representative

Which guiding principle recommends that the four dimensions of service management are considered?

• Think and Work Holistically

• Progress Iteratively with Feedback

• Focus on Value

• Keep it Simple and Practical

Which guiding principle recommends collecting data before deciding what can be re-used?

• Focus on Value

• Start Where You Are

• Keep it Simple and Practical

• Progress Iteratively with Feedback

Which describes the nature of the guiding principles?

• Guiding principles can guide an organization in all circumstances

• Each guiding principle mandates specific actions and decisions

• An organization will select and adopt only one of the seven guiding principles

• Guiding principles describe the processes that all organizations must adopt