WorksheetsQuiz-P1-Closed-SMS,SVS,7GP,4D,SVC,IMP
Total questions: 20
Worksheet time: 20mins
Which guiding principle recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
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
Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider
C. Provider and supplier
D. Investor and consumer
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
Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs
•Which is a purpose of the 'engage' value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization's vision is understood
What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. How to apply the systems approach of the guiding principle think and work holistically
Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback
B. Focus on value
C. Think and work holistically
D. Keep it simple and practical
Which dimension includes a workflow management system?
A. Organizations and people
B. Partners and suppliers
C. Information and technology
D. Value streams and processes
Which guiding principle recommends coordinating all dimensions of service management?
A. Start where you are
B. Progress iteratively with feedback
C. Think and work holistically
D. Keep it simple and practical
Which is one of the five aspects of service design?
A. Management information systems and tools
B. Risk analysis and management approach
C. Management policy for business case creation
D. Corporate governance and policy
What is warranty?
A. Assurance that a product or service will meet agreed requirements
B. The amount of money spent on a specific activity or resource
C. The functionality offered by a product or service to meet a particular need
D. The perceived benefits, usefulness and importance of something
Which is part of service provision?
A. The management of resources configured to deliver the service
B. The management of resources needed to consume the service
C. The grouping of one or more services based on one or more products
D. The joint activities performed to ensure continual value co-creation
Which statement about outcomes is CORRECT?
A. An outcome can be enabled by more than one output
B. Outcomes are how the service performs
C. An output can be enabled by one or more outcomes
D. An outcome is a tangible or intangible activity
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
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 recommends standardizing and streamlining manual tasks?
A. Optimize and automate
B. Collaborate and promote visibility
C. Focus on value
D. Think and work holistically
