ITIL v4 Challenge 1

Correctly Order the Service Value Chain Components

• Service Relationship Management

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

• Problem

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

• Outcome

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

• User

• A cause or potential cause of one or more incidents

• Service Management

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

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

a

b

c

d

e

Keep it Simple and Practical

Progress Iteratively with Feedback

Start Where You Are

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?

• Error Control

• Problem Identification

• Problem 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.

• Service Provider

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

• Configuration Item (CI)

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

• Service Requests

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

• 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

Match the following terms to their definitions.

• Incident Management

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

• Continual Improvement Register

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

• 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

• Change

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

• Service Desk

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

Match each into their appropriate categories.

Groups:

(a) Monitoring and Event Management

,

(b) Problem Management

,

(c) Service Configuration Management

,

(d) Supplier Management

• Identify any issues

• Observe Services

• Ensure Service Configuration Accuracy

• Build relationships with suppliers

• Determine CI's that Support Services

• Record Changes

• Create a plan to resolve Issues

• Ensure CI's are available when needed

• Report Anomalies

• Coordinate delivery of products

• Reduce Impact of Incidents

• Collaborate with Vendors for Service Efficiency

• Manage Workarounds to Known Problems