ITIL4 part5

Which statement about value creating activities is CORRECT?

• • A. Each value stream should be designed with a specific combination of service value chain activities

• • B. Service value chain activities have pre-determined dependencies on ITIL practices

• • C. A value stream is an operating model for creating value through products and services

• • D. Organizations should ensure that each value stream is applicable to many scenarios

Which is provided by the 'engage' value chain activity?

• • A. Ensuring that stakeholder expectations for quality are met

• • B. Ensuring that stakeholder needs are understood by the organization

• • C. Ensuring that service components are available when needed

• • D. Ensuring that services are operated to meet agreed specifications

Which is part of the 'focus on value' guiding principle?

• • A. Understanding what services help the service consumer

• • B. Reducing the number of steps in the customer experience

• • C. Assessing services to identify parts that can be reused

• • D. Identifying activities that can be achieved in smaller iterations

Which is part of the definition of a customer?

• • A. The role that defines the requirements for a service

• • B. A means of enabling value co-creation

• • C. The role that authorizes budget for service consumption

• • D. A set of specialized organizational capabilities for enabling value

Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?

• • A. Focus on value

• • B. Start where you are

• • C. Think and work holistically

• • D. Keep it simple and practical

Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.

• • A. a dedicated team

• • B. a formal process

• • C. detailed procedures

• • D. a value chain activity

What is the purpose of the 'deployment management' practice?

• • A. To make new and changed services and features available for use

• • B. To move new or changed components to live environments

• • C. To plan and manage the full lifecycle of all IT assets

• • D. To protect the information needed by the organization to conduct its business

Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available stakeholder groups
3. Organizations should decide which one of the guiding principles is relevant to them
4. Organizations should consider how the guiding principles interact with each other

• • A. 1 and 2

• • B. 2 and 3

• • C. 3 and 4

• • D. 1 and 4

Which is an activity of 'problem identification'?

• • A. Analyzing information from software developers

• • B. Establishing problem workarounds

• • C. Analyzing the cause of problems

• • D. Establishing potential permanent solutions

Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

• • A. Service configuration management

• • B. Service desk

• • C. Problem management

• • D. Deployment management