Quiz-P1-Closed-SMS,SVS,7GP,4D,SVC,IMP

Which guiding principle recommends standardizing and streamlining manual tasks?

• A. Optimize and automate

• B. Collaborate and promote visibility

• C. Focus on value

• D. Think and work holistically

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

Which stakeholders co-create value in a service relationship?

• A. Investor and supplier

• B. Consumer and provider

• C. Provider and supplier

• D. Investor and consumer

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

Which statement about outcomes is CORRECT?

• A. Outcomes are one or more services that fulfill the needs of a service consumer

• B. Service providers help service consumers achieve outcomes

• C. Outcomes help service consumers achieve outputs

• D. Helping service consumers achieve outcomes reduces service provider costs

•Which is a purpose of the 'engage' value chain activity?

• A. Meeting expectations for quality, costs and time-to-market

• B. Providing transparency and good relationships

• C. Ensuring the continual improvement of services

• D. Ensuring that the organization's vision is understood

What is described by the service value system?

• A. How all the components and activities of the organization work together as a system to enable value creation

• B. Services based on one or more products, designed to address needs of a target consumer group

• C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

• D. How to apply the systems approach of the guiding principle think and work holistically

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

• A. Progress iteratively with feedback

• B. Focus on value

• C. Think and work holistically

• D. Keep it simple and practical

Which dimension includes a workflow management system?

• A. Organizations and people

• B. Partners and suppliers

• C. Information and technology

• D. Value streams and processes

Answer explanation

03.ITIL 4 Foundation Edition-OfficialPublisher, 3.2 Information and technology , page 41,42

Answer: C. Information and technology

Explanation The second dimension of service management is information and technology. As with the other three dimensions, information and technology applies both to service management and to the services being managed. The technologies that support service management include, but are not limited to, workflow management systems, knowledge bases, inventory systems, communication systems, and analytical tools. Service management increasingly benefits from developments in technology. Artificial intelligence, machine learning, and other cognitive computing solutions are used at all levels, from strategic planning and portfolio optimization to system monitoring and user support. The use of mobile platforms, cloud solutions, remote collaboration tools, automated testing, and deployment solutions has become common practice among service providers.

D.Value streams and process: Not correct
The fourth dimension of service management is value streams and processes. Like the other dimensions, this dimension is applicable to both the SVS in general, and to
specific products and services. In both contexts it defines the activities, workflows, controls, and procedures needed to achieve agreed objectives.

Which guiding principle recommends coordinating all dimensions of service management?

• A. Start where you are

• B. Progress iteratively with feedback

• C. Think and work holistically

• D. Keep it simple and practical