Introduction into ITILv4

Question 1

[?] is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Answer 1

A service is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Question 2

What describes outcomes?

Answer 2

An outcome is “A result for a stakeholder enabled by one or more outputs.”

Question 3

What term best describes a service that is ‘fit for use’?

Answer 3

Warranty is defined as the assurance that a product or service will meet agreed requirements. When a service has warranty, it is referred to as ‘fit for use’. Warranty is usually concerned with availability, capacity, capability, and security requirements.

Question 4

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Answer 4

An organization is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives. An organization can be an entire company, a department within a company, or even just a small group of people focused around a singular set of objectives.

Question 5

Which of the following revolutions occurred in the 1980s with the large spread adoption of computers?

Answer 5

The third industrial revolution occurred in the second half of the 20th century with the rise of digital technology.

Question 6

What is a set of specialized organizational capabilities for enabling value to customers in the form of services?

Answer 6

Service management is defined as a set of specialized organizational capabilities for enabling value to customers in the form of services.

Question 7

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

Answer 7

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

Question 8

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 8

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 9

What describes the nature of the guiding principles?

Answer 9

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 10

What is is NOT an activity within the service value chain?

Answer 10

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 11

What is is NOT a key focus of the ‘information and technology’ dimension?

Answer 11

Roles and responsibilities
The ‘organization and people’ dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation, delivery, and improvement of a service.

Question 12

What describes outcomes?

Answer 12

An outcome is “A result for a stakeholder enabled by one or more outputs.” The definition of a service describes how the value of a service enables value co-creation by facilitating outcomes that customers want to achieve.

Question 13

What is the definition of warranty?

Answer 13

The definition of warranty is “assurance that a product or service will meet agreed requirements.”

Question 14

A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve.

Answer 14

A service is “a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.”

Question 15

A(n) [?] is any component that needs to be managed in order to deliver an IT service.

Answer 15

A configuration item is any component that needs to be managed in order to deliver an IT service.

Question 16

[?] is/are defined as a recommendation that can guide an organization in all circumstances and will guide organizations when adopting service management.

Answer 16

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 17

How does customer engagement contribute to the ‘service level management’ practice?

Answer 17

Customer engagement: This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions. Service level management “ensures the organization meets the defined service levels through the collection, analysis, storage, and reporting of the relevant metrics for the identified services,” not just through customer engagement. The other answer is not correct since it may define the requirements for service requests but defining the workflow is part of service request management.

Question 18

Which practices are typically involved in the implementation of a problem resolution?

Answer 18

Problem management activities can identify improvement opportunities in all four dimensions of service management. Problem solutions can, in some cases, be treated as improvement opportunities, so they are included in a continual improvement register and use continual improvement techniques to prioritize and manage them.

Question 19

Which two needs should ‘change enablement’ balance?

Answer 19

Change enablement must balance the need to make beneficial changes that will deliver additional value with the need to protect customers and users from the adverse effect of changes.

Question 20

How do ITIL key principles, terminology, and models benefit so many organizations today?

Answer 20

by being embedded in IT management tools

Question 21

Organizations that provide IT services use ITIL v3 and 4 concepts and practices to achieve what?

Answer 21

key outcomes

Question 22

How does an IT service, such as Office 365, differ from an IT-enabled service, such as a haircut booking app?

Answer 22

Information Technology is the core of an IT service, but IT is secondary to a core service in an IT-enabled service.

Question 23

Sandy is planning to provide ITIL training for her employees. How can ITIL compliance be used to benefit her organization?

Answer 23

by providing employees a ready-made model to support IT governance initiatives

Question 24

How are examples of best practices in ITIL meant to be viewed, used, and applied?

Answer 24

They are descriptive, describing what to do and how it may work in your situation.

Question 25

Danielle is considering getting her team ITIL certified. Why might she consider instructor-led or virtual instructor-led training over other training options?

Answer 25

Instructor-led training ensures people start, continue, and finish together.

Question 26

Which organization has a website with more official information on certification schemes and exam preparation resources?

Answer 26

AXELOS

Question 27

How should you answer ITIL exam questions that ask for a “best” answer choice?

Answer 27

Choose the answer that is the broadest in scope.

Question 28

Why does ITIL 4 break apart Release Management and Deployment Management practices, when these were together in the ITIL v3 foundation?

Answer 28

This breakout honors the practice of providing continuous value to consumers in smaller chunks.