Chapter 3

Question 1

What are the four dimensions of Service Management?

Answer 1

Organizations and People
Information and Technology
partners and Suppliers
Value Streams and Processes

Question 2

What are the 8 ITIL management practices?

Answer 2

Deployment Management
Service Configuration Management
Release Management
Monitoring and Event Management
IT Asset Management
Supplier Management
Relationship Management
Information Security Management

Question 3

Name the 3 ITIL Management Practices.

Answer 3

GST

General (management practice)
Service (management practice)
Technical (management practice)

Question 4

What are the 7 Guiding Principles?

Answer 4

FS PC TKO

Focus on value
Start where you are

Progress iteratively with feedback
Collaborate and promote

Think and work holistically
Keep it simple and practical
Optimize and automate

Question 5

What are the 6 value chain activities?

Answer 5

Plan
Improve
Engage
Design and Transition
Obtain and Build
Deliver and Support

Question 6

What are the 5 core components of the ITIL SVS?

Answer 6

GGSPC

Guidance Principles
Governance
Service Value Chain
Practices
Continual Improvement