ITIL Quiz 1

Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

• A. Progress iteratively with feedback

• B. Keep is simple and practical

• C. Start where you are

• D. Focus on value

What are engage, plan and improve examples of?

• A. Service value chain activities

• B. Service level management

• C. Service value chain inputs

• D. Change control

Which is included in the purpose of the design and transition value chain activity?

• A. Ensuring that service components are available when needed

• B. Providing transparency and good stakeholder relationships

• C. Supporting services according to specifications

• D. Continually meeting stakeholder expectations for costs

Which is NOT a component of the service value system?

• A. The guiding principles

• B. Governance

• C. Practices

• D. The four dimensions of service management

Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

• A. Start where you are

• B. Collaborate and promote visibility

• C. Keep it simple and practical

• D. Optimize and automate

What are the ITIL guiding principles used for?

• A. To help an organization make good decisions

• B. To direct and control an organization

• C. To identify activities that an organization must perform in order to deliver a valuable service

• D. To ensure that an organizations performance continually meets stakeholders expectations

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

• A. Each iteration should be designed before starting the initiative and implemented without feedback

• B. Feedback should only be taken into account when one iteration fails to meet its objective

• C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change

• D. Each iteration should be continually re-evaluated based on feedback

What is a recommendation of the focus on value guiding principle?

• A. Make focus on value a responsibility of the management

• B. Focus on the value of new and significant projects first

• C. Focus on value for the service provider first

• D. Focus on value at every step of the improvement

Which guiding principle helps to ensure that better information is available for decision making?

• A. Keep it simple and practical

• B. Think and work holistically

• C. Optimize and automate

• D. Collaborate and promote visibility

What is the expected outcome from using a service value chain?

• A. Service value streams

• B. Customer engagement

• C. Value realization

• D. The application of practices