2) Key Concepts of Service Management Flashcards
What are the topics that ITIL 4 Foundation cover? (Choose 6.)
a) Key concepts of service management
b) The four Ps of service management
c) Guiding principles
d) The service value system
e) The service value chain
f) management practices
g) dimensions of service management
h) the service lifecycle
i) Processes and functions
a) Key concepts of service management
c) Guiding principles
d) The service value system
e) The service value chain
f) management practices
g) dimensions of service management
What are the three levels of reflection and action in “the sandwich approach”?
a) analytical, synthetic, and holistic
b) organization, business unit, and function
c) strategic, tactical, and operational
d) organization, individual, and team
d) organization, individual, and team
(T/F) Culture influences the choice of technology, but technology does not influence culture.
False
(T/F) You should always work on processes before tools.
False
(T/F) Technology influences culture, and culture influences technology.
True
(T/F) Working on culture directly is a superior approach to working on technology to influence culture.
False
(T/F) Dependencies can be inherent in technologies, but they can also be introduced by our work practices.
True
(T/F) Dependencies are only inherent in technologies.
False
(T/F) Dependencies can only be introduced through our work practices.
False
(T/F) Dependencies are inevitable and unavoidable.
False
Variations are a key driver for the need to ___.
a) rationalize tool chains
b) implement infrastructure-as-code
c) meet about things like changes and releases
d) implement continuous delivery
c) meet about things like changes and releases
We value the first four ways over ___.
a) enlightening and empowering people
b) engineering and enforcing end-to-end process activities
c) enacting and enabling outcomes
d)lowering barriers and increasing enablers
b) engineering and enforcing end-to-end process activities
When improving moments of truth, our primary focus is on improving what two things?
a) end-to-end processes and the functions that take part in them
b) the activities of each moment of truth, and their sequence
c) the interactions themselves and the settings in which they take place
d) the inputs and outputs of each moment of truth
c) the interactions themselves and the settings in which they take place
Who developed force field analysis?
a) Edward Deming
b) Kurt Lewin
c) Phil Crosby
d) John Kotter
b) Kurt Lewin
Practices, properly construed, are ___.
a) what people do to drive toward the outputs of their functions
b) what people do to drive toward outcomes
c) what people do to comply with processes
d) what people do to comply with governance directives only
b) what people do to drive toward outcomes
In which kind of practices do we have activities and patterns and practices that we apply or modify to accommodate the situation as it changes to produce the best outcome in response to a changing situation?
a) adaptive
b) deterministic
c) emergent
d) processes
a) adaptive
Broadly speaking, there are two approaches to managing things. What are they?
a) focusing on people or focusing on processes
b) focusing on inputs or focusing in outputs
c) focusing on information flows or focusing on decision flows
d) focusing on activities or focusing on outcomes
d) focusing on activities or focusing on outcomes
What was the lightweight approach introduced at the inception of service management called?
a) improving “moments of truth”
b) process reengineering
c) Lean service management
d) Agile service management
a) improving “moments of truth”
A role performed by an organization in a service relationship to provide services to consumers
service provider
A configuration of an organization’s resources designed to offer value for a consumer.
product
A cooperation between a service provider and service consumer. ___s include service provision, service consumption, and ___ management.
service relationship
A result for a stakeholder enabled by one or more outputs.
outcome
The amount of money spent on a specific activity or resource.
cost