perfect mock

What is needed for the value chain activities to convert inputs into outputs?

• Demand from consumers and value from services

• Various service value streams

• Agile IT service management

• Different combinations of ITIL practices

What type of approach does the ITIL continual improvement model support?

• Transactional

• Iterative

• Lean

• Kanban

Which guiding principle advocates the use of the minimum number of steps required to reach an objective?

• Think and work holistically

• Keep it simple and practical

• Progress interactively with feedback

• Optimize and automate

Identify the missing words in the following sentence.

The ITIL SVS describes how all the [?] of the organization work together as a system to enable value creation.

• employees and customers

• components and activities

• people and suppliers

• value streams and processes

Which of the following are possible components that make up the service offerings?

1. Costs imposed

2. Service actions

3. Resource access

4. Risks removed

• 2 and 3

• 3 and 4

• 1 and 2

• 1 and 4

Which dimension of service management considers relationships, contracts, and agreements with other entities?

• Information and technology

• Organizations and people

• Value streams and processes

• Partners and suppliers

Which practice provides the end-to-end visibility of the organization’s services?

• Service desk

• Service request management

• Service level management

• 
  Service design

Which dimension of service management considers an organization’s activities and how they are organized?

• Information and technology

• Value streams and processes

• Partners and suppliers

• Organizations and people

Which practice establishes the appropriate response to potential faults?

• Monitoring and event management

• Incident management

• Strategy management

• Continual improvement

Which guiding principle includes activities that involve identifying bottlenecks and uncovering waste?

• Collaborate and promote visibility

• Keep it simple and practical

• Think and work holistically

• Optimize and automate