ITIL 4 Foundation: ITIL SVS (Part 2)

Optimization should start with which of the following?

• Ensuring that management is aligned and on board

• Standardizing procedures with a high potential for automatization

• Securing financial funding

• Having an understanding of the vision, mission, and objectives of the organization

Answer explanation

The path to optimization follows the high-level steps of understanding and agreeing to the context in which the proposed optimization exists.

This includes agreeing to the overall vision and objectives of the organization and assessing the current state of the proposed optimization.

This will help in understanding where it can be improved and which improvement opportunities are likely to produce the biggest positive impact.

Which of the following statements is NOT true about automation?

• It helps organizations to scale up activities and is used for repetitive tasks.

• It increases costs and reduces organizational robustness and resilience where used inappropriately.

• It standardizes and streamlines manual tasks.

• None of the above

Answer explanation

Automation can do the following:

• Help organizations to scale up activities and is used for repetitive tasks, allowing humans to make more complex decisions

• Increase costs and reduce organizational robustness and resilience where used inappropriately.

• Standardizes and streamlines manual tasks, such as defining the rules of a process to allow decisions to be made “automatically,” greatly increasing efficiency by reducing the needed to stop and evaluate each step of a process for human involvement.

Which of the following are some common rules when using the service value chain?

1. 1. All incoming and outgoing interactions with parties external to the value chain are performed via engage.

2. 2. All new resources are obtained through obtain/build.

3. 3. Planning at all levels is performed via plan.

4. 4. Improvements at all levels are initiated and managed via improve.

• 1 and 2

• 2 and 4

• 1, 2, and 3

• All of the above

Answer explanation

Regardless of which practices are deployed, all these statements are common rules when using the service value chain.

The purpose of which service value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions?

• Obtain/build

• Improve

• Plan

• Engage

Answer explanation

The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

Which of the following is NOT a key output of the value chain activity?

• Improvement initiatives for all value chain activities

• Value chain performance information for the plan and the governing body

• Improvement status reports for all value chain activities

• Stakeholders’ feedback provided by the Engage value

Answer explanation

The six key activities of the Service Value Chain are Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support

The outputs of the “engage” value chain activity include which of the following?

• Knowledge and information about third-party service components from engage

• Service components for design and transition

• Contracts and agreements with external and internal suppliers and partners

• Architectures and policies for design and transition

Answer explanation

The key outputs of this value chain activity include “contracts and agreements with external and internal suppliers and partners for design and transition and obtain/build.”

The purpose of which value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders?

• Improve

• Plan

• Engage

• Design and transitions

Answer explanation

The purpose of the engage value chain activity is to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders.

What is the purpose of the “design and transitions” value chain activity?

• To ensure that service components are available when and where they are needed and meet agreed specifications

• To ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market

• To provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders

• To ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

Answer explanation

The purpose of the design and transition value chain activity is to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market.

Which of the following statements is not part of the continual improvement activities?

• Identifying and logging improvement opportunities

• Defining products and services and linking them to agreed outcomes

• Making business cases for improvement action

• Planning and implementing improvements

Answer explanation

Defining products and services and linking them to agreed outcomes is the part of product management activities.

What is the first step in the ITIL continual improvement model?

• Where do we want to be?

• How do we get there?

• What is the vision?

• Where are we now?

Answer explanation

The ITIL continual improvement model provides organizations with a structured approach to implementing improvements using the following steps:

1. 1. What is the vision?

2. 2. Where are we now?

3. 3. Where do we want to be?

4. 4. How do we get there?

5. 5. Take action.

6. 6. Did we get there?

7. 7. How do we keep the momentum going?