*ITIL Day 1/4 - Includes 2 of 4 Dim (21 Q)

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

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 is NOT a key focus of the Information and Technology dimension?

• Security and compliance

• Communication systems and knowledge bases

• Workflow management and inventory systems

• Roles and responsibilities

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

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

• Organizations and People

• Information and Technology

• Partners and Suppliers

• Value Streams and Processes

Which describes outcomes?

• Tangible or intangible deliverables

• Functionality offered by a product or service

• Results desired by a stakeholder

• Configuration of an organization’s resources

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

• The cost of creating a service and the cost charged for the service

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

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

• The cost purchasing software and the cost of purchasing hardware

What term best describes a person or a group of people that has its own functions with reponsibilities, authorities, and relationship to achieve its objectives?

• Consumer
• Service provider
• Customer
• Organization

Which of these are a key focus of the Organizations and People dimension?

• Security and compliance

• Activities that transform inputs into outputs

• Roles and responsibilities

• Contracts and agreements