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WorksheetsDay 3/4 - End of Day Quiz
Total questions: 40
Worksheet time: 20mins
Which ITIL concept describes governance?
The Seven Guiding Principles
The Four Dimensions of Service Management
The Service Value Chain
The Service Value System
Which describes outcomes?
Tangible or intangible deliverables
Functionality offered by a product or service
Results desired by a stakeholder
Configuration of an organization’s resources
Which describes the nature of the guiding principles?
Guiding principles can guide an organization in all circumstances
Each guiding principle mandates specific actions and decisions
An organization will select and adopt only one of the seven guiding principles
Guiding principles describe the processes that all organizations must adopt
Which guiding principle recommends collecting data before deciding what can be re-used?
Focus on Value
Start Where You Are
Keep it Simple and Practical
Progress Iteratively with Feedback
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Value
An outcome
Warranty
A service offering
Which describes outputs?
Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholders
Configuration of an organization's resources
Which guiding principle recommends that the four dimensions of service management are considered?
Think and Work Holistically
Progress Iteratively with Feedback
Focus on Value
Keep it Simple and Practical
Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
Activities
Practices
Service Value System
Service Value Chain
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?
Focus on Value
Start Where You Are
Progress Iteratively with Feedback
Collaborate and Promote Visibility
What should be done first when applying the Focus on Value guiding principle?
Identify the outcomes that the service facilitates
Identify all suppliers and partners involved in the service
Determine who the service consumer is in each situation
Determine the cost of providing the service
What is the definition of warranty?
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
Which service management dimension is focused on an organization's relationships with other organizations in order to deliver its services?
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
Which is a key consideration for the guiding principle Keep it Simple and Practical?
Try to create a solution for every exception
Understand how each element contributes to value creation
Ignore the conflicting objectives of different stakeholders
Start with a complex solution, then simplify
Which service management dimension is focus on steps an organization undertakes and activities that trasnforms inputs into outputs?
Organizations and people
Information and technology
Partners and suppliers
Value Streams and processes
Which is intended to help an organization adopt and adapt ITIL guidance?
The Four Dimensions of Service Management
The Guiding Principles
The Service Value Chain
Practices
You have been asked to investigate an email service within your organization that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service with as much objectivity as possible. Based on your observations, you are able to determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?
Optimize and Automate
Keep it Simple and Practical
Collaborate and Promote Visibility
Start Where You Are
What is the definition of a customer?
A person who authorizes budget for service consumption
A person who works for an organization other than the service provider
A person who uses services
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Fill in the blank. A [?] is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
warranty
outcome
service
service offering
Identify the missing words in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
assurance
promise
functionality
outcome
The purpose of the [?] value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
engage
plan
improve
all of the above
What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?
Continual Service Improvement
Service Value Chain
Practices
Guiding Principles
Which dimension of service management considers governance, management, and communication?
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
Identify the missing word(s) in the following sentence. A sponsor is a person who authorizes [?] for service consumption.
outcome
requirements
outputs
budget
The purpose of the [?] SVC activity is to ensure that service components are available when and where they are needed, and meet agreed specifications.
design and transition
engage
improve
obtain/build
Identify the missing word(s) in the following sentence. Service management is a set of specialized organizational [?] for enabling value for customers in the form of services.
requirements
functions
capabilities
products
The purpose of the [?] SVC activity is to ensure that products and services continually meet stakeholder expectations for quality, cost, and time to market.
design and transition
obtain/build
engage
improve
Identify the missing word(s) in the following sentence. A user is a person who uses [?].
products
services
functionality
outputs
What is the starting point for optimization?
Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
The purpose of the [?] 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.
engage
plan
continually improve
all of the above
Which of the following is NOT an activity within the service value chain?
Engage
Guiding Principle
Deliver and Support
Obtain/Build
How do all value chain activities transform inputs to outputs?
By determining service demand
By using a combination of practices
By using a single functional team
By implementing process automation
Which is NOT a key focus of the Information and Technology dimension?
Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
The purpose of the [?] SVC activity is to ensure that services are delivered and supported according to agreed specifications and stakeholders' expectations.
improve
engage
deliver and support
obtain/build
Which ITIL concept describes the Service Value Chain?
Seven Guiding Principles
Four Dimensions of Service Management
Service Value System
Practices
Using what you know about the Improve SVC activity, answer the following:
How does Service Request Management contribute to the Improve value chain activity?
It ensures that users continue to be productive when they need assistance from the service provider
It collects user-specific requirements, set expectations, and provide status updates
It analyzes data to identify opportunities to provide new service request options
It acquires pre-approved service components to help fulfill service requests
What is the starting point for optimization?
Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
Which service management dimension is focused on activities and how these are coordinated?
Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes
What is the definition of service management?
A set of specialized organizational capabilities for enabling value to customers in the form of services
The means by which on organization is directed and controlled
A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
A means of enabling value co-creation by facilitating outcomes that customer want to achieve without customer having to manage specific cost and risks
