ITIL Exam Reviewer (Q1 & Q2 combined)

Business Processes

Which of the following is not a component of the ITIL Service Value System?

I & III only

Which of the following statements about ITIL benefits are true?

I. Ensures a flexible, coordinated and integrated system for effective governance and management of IT-enabled services

II. Addresses only traditional and known methods of service delivery

III. Provides a strong, unified, value-focused direction for the organization

IV. Recommends a rigid approach to adopting evolving technologies

Decisions and actions

ITIL Guiding Principles are used to guide an organization’s * ? + to ensure a shared understanding and common approach to service management

Service Metrics

Which of the following is not a component of Service Relationship?

Costs and risks

Service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?]

Addresses areas such as availability, capacity, security and continuity

Which of the following is not correct about the term ‘Utility’?

I & II only

Which of the following statements about ‘Stakeholders’ are true?

I. It is important that relationships with all key stakeholder groups are understood and managed

II. Each stakeholder must be understood in the context of the creation of value

III. All the stakeholder demands must be met as part of value co-creation

IV. Employees and suppliers are not part of the stakeholder definition

Designed

Service offerings represent a description of one or more services, [?] to address the needs of a target consumer group?

Focus on revenues

Which of the following is not an ITIL recommended Guiding Principle?

Communication and collaboration

Which of the following is not a Dimension of Service Management?

Stakeholders

The objective of an organization is to create value for its [?], and this is achieved through the provision and consumption of services.

Value streams and processes

Which service management dimension is focused on activities and how these are coordinated?

outcomes

Indentify the missing word(s) in the following sentence.

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

Start where you are

Which guiding principle recommends collecting data before deciding what can be re-used?

Guiding principles can guide an organization in all circumstances

Which describes the nature of guiding principles?

The costs removed by the service, and the costs imposed by the service

What are the two tupes of cost that a service consumer should evaluate?

Cocreation

A service is a means of enabling value ……by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Sponsor

A person who authorizes the budget for the service consumption

Outcome

A result for a stakeholder enabled by one or more outputs

Risk

… refers to possible events that could cause harm or loss, or make it more difficult to achieve objectives.

Output

A tangible or intangible deliverable of an activity

Goods

What is: Ownership is transferred to the consumer?

Consumers

In the service relationship model: Service providers are also service.

Value

Is the perceived benefits, usefulness and importance of something

Functionality

Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.

Protecting an organization by understanding and managing risks to the confidentiality, integrity, and sustainability of information

What is the purpose of the ‘information security management practice’?

A service offering

Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide students with the actual exam voucher to take the certification exams, though. What term best describes this memberhsip level which provides several services for a single price?

Organization

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Where do we want to be

Bridgett is leading an improvement initiative within your company. She has been told that the company wants to have the highest customer satisfaction in the industry. Currently, the company has a customer satisfaction rating of 92% but the industry leader has an average of 94%. Bridgett decides that the company should set their goal of obtainng a 96% customer satisfaction score within the next 12 months. What step of the continual improvement model is Bridgett currently in?

Progress iteratively with feedback

Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam. The company developed their curriculum and then invited 50 students to participate in live training to determine if the training was effective. During the training, some students didn’t understand the concept of the service value chain, so the instructor rewrote the portion of the curriculum. Which guiding principle is being demonstrated by this approach to curriculum development?

Start where you are

Dion Training Solutions wants to build a new service to automatically fulfill exam voucher order from students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher member from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?

Plan

Which value chain activity includes portfolio decisions for design and transition?

What is the vision

Which step of the continual improvement model states yjay “each improvement initiative should support the organization’s goals and objectives”?

Utility

Which term descibes the functionality offered by a service?

Select a few key methods for the types of improvement that the organization handles

How should an organization adopt continual improvement methods?

Continual improvement

Which practice is the responsibility of everyone in the organization?

Plan

Which value chain activity ensures people understand the organization’s vision?

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Which statement about the value chain activities is CORRECT?

The costs removed by the service, and the costs imposed by the service

What are the two types of cost that a service consumer should evaluate?

The high-level direction of the initiative has been understood

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

Results desired by a stakeholder

Which describes the outcomes?

A service offering

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package example of?

Accurate and carefully analyzed data

What should all ‘continual improvement’ decisions be based on?

By using a combination of practices

How do all value chain activities transform inputs to outputs?

service value system

Identify the missing words in the following sentence.

The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.

outcomes

Identify the missing word in the following sentence.

A customer is the role that defines the requirements for a service and takes responsibility for the [?] of service consumption.

Ensure suppliers include details of their approach to service improvement in contracts

How should an organization include third-party suppliers in the continual improvement of services?

Plan

Which value chain activity communicates the current status of all four dimensons of service management?

Service relationship management

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?