Basics of ITILv4 Quiz

Question 1

Fill in the blank. The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.

Answer 1

The purpose of the service value system is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services. It takes opportunity and demand as its input and enables the creation of value through the guiding principles, governance, service value chain, practices, and continual improvement.

Question 2

Which describes the nature of the guiding principles?

Answer 2

A guiding principle is defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management. They are not described as prescriptive or mandatory.

Question 3

Which of the following is NOT an activity within the service value chain?

Plan
Obtain/Build
Engage
Continual Improvement

Answer 3

Continual improvement is not an activity in the service value chain. The six activities within the service value chain are plan, improve, engage, design and transition, obtain/build, and deliver and support.

Question 4

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

Answer 4

The ‘information and technology’ dimension focuses on the information and knowledge necessary for the management of services, as well as the technologies required.