*ITIL Day 3/4 - Morning Quiz

Which ITIL concept describes governance?

• The Seven Guiding Principles

• The Four Dimensions of Service Management

• The Service Value Chain

• The Service Value System

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• Focus on Value

• Start Where You Are

• Progress Iteratively with Feedback

• Collaborate and Promote Visibility

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 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

Which service management dimension is focus on steps an organization undertakes and activities that transforms inputs into outputs?

• Organizations and people

• Information and technology

• Partners and suppliers

• Value Streams and processes

Which describes the nature of the Guiding Principles?

• A guiding principle can guide an organization in all circumstances.

• Each guiding principle mandates specific actions and decisions

• An organization will select one of the principles to adopt

• Guiding principles describe the process that all organizations must adopt

Which ITIL concept describes the Service Value Chain?

• Seven Guiding Principles

• Four Dimensions of Service Management

• Service Value System

• Practices

What is the definition of a customer?

• A person who authorizes budget for service consumption

• A person who works for an organization other than the service provider

• A person who uses services

• A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Which Guiding Principle is focused on using the minimum number of steps to accomplish an objective?

• Keep it Simple and Practical

• Progress Iteratively with Feedback

• Optimize and Automate

• Collaborate and Promote Visibility

Which term describes the functionality offered by a service?

• Cost

• Utility

• Warranty

• Risk