Day 3/4 - End of Day 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 describes outcomes?

• Tangible or intangible deliverables

• Functionality offered by a product or service

• Results desired by a stakeholder

• Configuration of an organization’s resources

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

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

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 describes outputs?

• Tangible or intangible deliverables

• Functionality offered by a product or service

• Results for a stakeholders

• Configuration of an organization's resources

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

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

• Activities

• Practices

• Service Value System

• Service Value Chain

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

What should be done first when applying the Focus on Value guiding principle?

• Identify the outcomes that the service facilitates

• Identify all suppliers and partners involved in the service

• Determine who the service consumer is in each situation

• Determine the cost of providing the service