Introduction

Question 1

What is the main way that an organisation is able to create value for themselves and their customers?

Answer 1

Services

Question 2

Are all services today mostly IT-enabled? (TRUE OR FALSE)

Answer 2

True

Question 3

Is there benefit to a organisation for creating, expanding and improving their IT services? (TRUE or FALSE)

Answer 3

True, as most of the services today are IT-enabled.

Question 4

What technologies have been developed and companies have used for fresh opportunities for value creation?

Answer 4

Cloud Computing, IaaS (Infrastructure as a Service), Machine Learning and Block Chain.

Question 5

What is the most adopted IT service management guidance?

Answer 5

ITIL

Question 6

In terms of wider context, how has ITIL 4 been updated from previous versions?

Answer 6

Customer Experience, Value Streams, Digital Transformation.

Question 7

What are the two main components of ITIL?

Answer 7

Service Value System (SVS) and Four Dimensions Model.

Question 8

What does the SVS represent?

Answer 8

How the components and activities work together so that they can enable value creation through IT-enabled services.

Question 9

What does SVS stand for?

Answer 9

Service Value System

Question 10

Can Activities within the SVC be combined in anyway to create new Value Streams? (TRUE or FALSE)

Answer 10

TRUE, as it is a flexible model.

Question 11

What are the core components of the SVS?

Answer 11

Guiding Principles, Governance, SVC (Service Value Chain), Practices, Continual Improvement.

Question 12

What is the central element of the SVS?

Answer 12

The SVC is the main component of the SVS.

Question 13

What is the main thing that the SVC provides?

Answer 13

An operating model.

Question 14

The SVC’s main function is to provide an operating model. What does the operating model outline in the ITSM?

Answer 14

The key activities that are required.

Question 15

What are some attributes of the required activities produced by the SVC’s operating model?

Answer 15

Flexibility, Responds to demands from the stakeholders, facilitate value realisation through the creation and management of products and services.

Question 16

How many activities are produced by the SVC?

Answer 16

6 (Six)

Question 17

Why would you want to be able to combine the activities that are produced by the SVC in different ways?

Answer 17

So that you can create multiple value streams.

Question 18

What changes when the demands off of the stakeholders changes in the SVC?

Answer 18

The value realisation changes.

Question 19

What are the components that when put together makes the SVC?

Answer 19

Engage, Plan, Obtain/Build, Design and Transition, Deliver and Support, Products and Services, Improve

Question 20

What are the two main ways in which the ITIL Guiding Principles can be used?

Answer 20

Guide an organisations decisions and actions, and to create a shared understanding in how service management works across a business.

Question 21

How is Governance included within the SVS?

Answer 21

The SVS includes Governance activities to continually make sure that they are aligning their operations with the strategic directions set by the governing body.

Question 22

Is the flexibility of the SVC enhanced by the ITIL practises? (TRUE or FALSE)

Answer 22

True.

Question 23

What components of the SVS are supported by continual improvement?

Answer 23

All of them.

Question 24

What can continual improvement help maintain in a constantly changing environment?

Answer 24

Resilience and Agility.

Question 25

What are the four main components of the Four Dimensions Model?

Answer 25

1. Organisations and People, 2. Information and Technology, 3. Partners and Suppliers, 4. Value Streams and Processes.