ITIL 4 Foundation: ITIL SVS (Part 1)

Which of the following does not figure into the service value system components?

• Four Dimensions

• Practices

• Guiding Principles

• Continual Improvement

Answer explanation

The ITIL Service Value System (SVS) is a model representing how all of the components and activities of an organization work together o facilitate value creation.

It includes:

• - Guiding principles

• - Governance

• - Service value chain

• - Practices

• - Continual improvement

• - Inputs and outcomes

Identify the missing word in the following sentence.

________ can be defined as the entirety of the interactions a customer has with an organization and its products?

• DX

• CX

• EX

• JX

Answer explanation

CX (Customer Experience) = Defined as the entirety of the interactions a customer has with an organization and its products. This experience can determine how the customer feels about the organization and its products and services

Which of the following statements is true?

• Service desks provide a clear path for users to report issues, queries, and requests and have them acknowledged, classified, owned, and actioned.

• The guiding principle “start where you are” advises that having a proper understanding of the current state of services and methods is important in selecting which elements to reuse, alter, or build upon.

• The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

• "The most complex incidents, and all major incidents, often require a temporary team to work together to identify the resolution" and "investigation of more complicated incidents requires knowledge and expertise rather than procedural steps.”

Answer explanation

Services and methods already in place should be measured and/or observed directly to properly understand their current state and what can be reused from them.

Decisions on how to proceed should be based on information that is as accurate as possible.

Which ITIL guiding principle recommends “Do not attempt to do everything at once”?

• Focus on value

• Progress iteratively with feedback

• Start where you are

• Collaborate and promote visibility

Answer explanation

The “progress iteratively with feedback” guiding principle recommends to not attempt to do everything at once. Even huge initiatives must be accomplished iteratively.

By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort.

Identify the missing words in the following sentence.

The __________________ guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• collaborate and promote visibility

• start where you are

• focus on value

• progress iteratively with feedback

Answer explanation

Resist the temptation to do everything at once. Even huge initiatives must be accomplished iteratively, as recommended by the “progress iteratively with feedback” guiding principle.

By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, you cause the focus on each effort to be sharper and easier to maintain.

Which of the following terms is commonly used to refer to a situation where part of the output of an activity is used for new input

• Feedback loop

• Response

• Engagement

• Suggestion

Answer explanation

Feedback loop is a term commonly used to refer to a situation where part of the output of an activity is used for new input.

Which guiding principle defines working together across boundaries as producing results that have greater buy-in and more relevance to objectives.

• Collaborate and promote visibility

• Progress iteratively with feedback

• Focus on value

• Think and work holistically

Answer explanation

When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance (because better information is available for decision-making), and increased likelihood of long-term success.

Which guiding principle emphasizes “If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it”?

• Optimize and automate

• Keep it simple and practical

• Think and work holistically

• Progress iteratively with feedback

Answer explanation

The “keep it simple and practical” guiding principle states that if a process, service, action, or metric fails to provide value or produce a useful outcome, you should eliminate it.

In a process or procedure, use the minimum number of steps necessary to accomplish the objective(s).

Always use outcome-based thinking to produce practical solutions that deliver results.

Which of the following areas can’t be considered when looking at automation?

• Simplify the process before automating.

• Reduce end-user contact with the underlying systems and processes.

• Don’t rush to automate complex or non-routine tasks.

• None of the above.

Answer explanation

All of the given areas can be considered when looking at automation.

Which of the following is NOT an activity included in optimization?

• Agreeing on the future state and priorities, focusing on simplification and value

• Ensuring stakeholder engagement and commitment

• Improvement status reports

• Monitoring the impact of optimization continually

Answer explanation

Improvement status reports are the key input for the plan activity.