ITIL 4 Section 4 "The 4 dimensions of Service Managment"

What are the two of the many things you need to ask yourself about when choosing new tech?

R and A

Are there any regulatory issues?

does the new tech align with the our strategy?

Artificial intelligence, mobile platforms, cloud solutions, remote collaboration tools, automated testing and deployment tools, machine learning and other cognitive computing solutions, are used at all levels.

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

B. Information and technology

Focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively.

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

D. Value streams and processes

Every organization and every service depend, to some extent, on services provided by other organizations

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

C. Partners and suppliers

Defines the activities, workflows, controls, and procedures needed to achieve agreed objectives.

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

D. Value streams and processes

Identifying and understanding the series of steps and organization uses to create and deliver products and services to a service consumer is critical to improving overall performance.

A. Organizations and people

B. Information and technology

C. Partners and suppliers

D. Value streams and processes

D. Value streams and processes

Failure to address ALL Four dimensions may lead to what adverse impact to the business?

a) Supplies not delivering the appropriate value for money.

b) Consumers and service providers unable to work together.

c) Services not being delivered within expectations of quality of efficiency

d) Technology not supporting the consumers requirements.

c) Services not being delivered within expectations of quality of efficiency

Considering the information and technology dimension, which of these questions should be asked when implementing new technologies?

1. Does this technology raise any regulatory or other compliance issue?

2. Does this technology align with the strategy of the service provider?

3. Does the organization have the right skills across its staff and suppliers to support and maintain the technology?

a) 1, 2 and 3

b) 1 and 3 only

c) 2 and 3 only

d) 1 only

a) 1, 2 and 3

Which of the following examples can be considered factors that many influence an organization's strategy when using supplies?

1. A decision to be as self-sufficient as possible

2. A decision to lower cost to company

3. A decision that the skills required to build an initiative is needed immediately

4. A decision that a service or a product will demonstrate high degrees of variability.

a) 2 and 3 only

b) 3 and 4 only

c) 1,2 and 3 only

d) 1,2,3 and 4

d) 1,2,3 and 4

Which of the following factors could be considered as external factors that should be analyzes as they influence how a service provider operates?

1. Government legislation to keep all data internal to country borders

2. Social influences to involve the entire family unit

3. Economic factors that increase a cost saving culture.

a) 1 and 2 only

b) 1 and 3 only

c) 2 and 3 only

d) 1,2 and 3

d) 1,2 and 3

Which is the BEST description of the relationship between the service value system and the service value chain?

a) A service of steps than an organization used to create and deliver products and services to a service consumer.

b) The central element of the SVS, an operating model which outlines the key activities required to respond to demand and facilitate value creation.

c) A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies type to work, or management structure.

d) How all the components and activities of the organization work together as a system to enable value creation.

b) The central element of the SVS, an operating model which outlines the key activities required to respond to demand and facilitate value creation.