ITIL v4 Challenge 1

Correctly Order the Service Value Chain Components

• Problem

• A cause or potential cause of one or more incidents

• Outcome

• The most suitable term to describe the functionality of a service

• User

• A set of specialized organizational capabilities for enabling value for customers in the form of services

• Service Relationship Management

• A person who uses the IT service on a day-to-day basis

• Service Management

• A process that ensures that service providers and service consumers continue to create value together

Drag and Drop the correct ITIL Guiding Principles​ ​ ​ ​ ​

a

b

c

d

e

Start Where You Are

Keep it Simple and Practical

Progress Iteratively with Feedback

Think and Work Holistically

Optimize and Automate

Which of these is the KEY stakeholder group that service providers should cooperate with?

• Employees

• Service Level Agreement (SLA)

• Customers

• Developers

What is the best way to fix major problems?

• Try to fix the problem alone to avoid any disruption.

• Ask a friend to take a look to see if a resolution can be found.

• Hire someone to come and fix the problem.

• Create a team that works together to solve a problem.

When approaching problem solving, we must complete the problem management steps in the correct order. What is the order?

• Problem Identification

• Problem Control

• Error Control

Which one of these documents is a formal agreement between a service provider and a customer that outlines service quality, performance requirements, and responsibilities of the service provider?

• Business Continuity Report (BCR)

• Service Level Agreement (SLA)

• Service Providers Handshake

• Service Desk Contract

Match the following to the correct definitions.

• Outcome

• A result for a stakeholder enabled by one or more outputs

• Known Error

• Any component which needs to be managed in order to deliver an IT service

• Service Requests

• Incoming inquiries that ask for access to applications, software licenses, password resets, or new hardware

• Configuration Item (CI)

• A problem that has a documented root cause and a workaround

• Service Provider

• They provide the expertise, knowledge, resources, tools, and technologies required to deliver quality products or services to customers

Match the following terms to their definitions.

• Service Value Chain

• An operating model outlining activities required to respond to demand and add value through the creation and management of products and services

• Service Desk

• A system used to capture all the possible opportunities to make things better and then prioritize the ones to action first

• Incident Management

• The addition, modification or removal of any authorized, planned, or supported service or service component that could have an effect on IT services

• Continual Improvement Register

• The practice of restoring services as quickly as possible after an incident

• Change

• The single point of contact between the service provider and the users

Match each into their appropriate categories.

Groups:

(a) Monitoring and Event Management

,

(b) Problem Management

,

(c) Service Configuration Management

,

(d) Supplier Management

• Record Changes

• Ensure Service Configuration Accuracy

• Collaborate with Vendors for Service Efficiency

• Manage Workarounds to Known Problems

• Build relationships with suppliers

• Determine CI's that Support Services

• Report Anomalies

• Create a plan to resolve Issues

• Observe Services

• Identify any issues

• Coordinate delivery of products

• Ensure CI's are available when needed

• Reduce Impact of Incidents