ITIL 4 Lesson Three: 4 Dimensions of Service Management.

Question 1

What is the key focus of the “organizations & people” dimension?

A: Information
B: Roles & Responsibilities
C: Talent
D: Suppliers

Answer 1

B: Roles & Responsibilities

Question 2

Which service management dimension is focused on third parties and how they are managed?

A: Partners and suppliers
B: Information and Information Technology
C: Value Streams and Processes
D: People and Organization

Answer 2

A: Partners and suppliers

Question 3

Which is a key focus of the “value streams and processes” dimension?

A: Activity workflows
B: Governance
C: Information and Information Technology
D: Practices

Answer 3

A: Activity workflows

Question 4

Which of these are dimensions of service management? Select the correct answer.
1. Organizations and People
2. Hardware and Software
3. Information and Technology
4. Value Streams and Processes

A: 1, 3, 4
B: 1, 2, 4
C: 2, 3, 4
D: 1, 2, 3

Answer 4

A: 1, 3, 4

Question 5

Which is a focus of the “suppliers and partners” dimension?

A: Managing Information Technology
B: Converting outputs to outcomes
C: Relationships with providers
D: Design & Transition

Answer 5

C: Relationships with providers

Question 6

Which service management dimension is focused on activities, and how these are coordinated?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer 6

D. Value streams and processes

Question 7

Which service management dimension would help establish Workflow Management Systems?

A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes

Answer 7

B. Information and technology