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WorksheetsITIL Quiz 1
Total questions: 10
Worksheet time: 8mins
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
What are engage, plan and improve examples of?
A. Service value chain activities
B. Service level management
C. Service value chain inputs
D. Change control
Which is included in the purpose of the design and transition value chain activity?
A. Ensuring that service components are available when needed
B. Providing transparency and good stakeholder relationships
C. Supporting services according to specifications
D. Continually meeting stakeholder expectations for costs
Which is NOT a component of the service value system?
A. The guiding principles
B. Governance
C. Practices
D. The four dimensions of service management
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
A. Start where you are
B. Collaborate and promote visibility
C. Keep it simple and practical
D. Optimize and automate
What are the ITIL guiding principles used for?
A. To help an organization make good decisions
B. To direct and control an organization
C. To identify activities that an organization must perform in order to deliver a valuable service
D. To ensure that an organizations performance continually meets stakeholders expectations
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
A. Each iteration should be designed before starting the initiative and implemented without feedback
B. Feedback should only be taken into account when one iteration fails to meet its objective
C. Feedback should be reduced for large improvements as it is unlikely that circumstances will change
D. Each iteration should be continually re-evaluated based on feedback
What is a recommendation of the focus on value guiding principle?
A. Make focus on value a responsibility of the management
B. Focus on the value of new and significant projects first
C. Focus on value for the service provider first
D. Focus on value at every step of the improvement
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices
