Lesson 4

Question 1

It helps organizations adopt and adapt ITIL guidance to their specific needs

Answer 1

Guiding Principle

Question 2

It has been specifically designed to enable flexibility and discourage siloed working

Answer 2

ITIL SVS

Question 3

It refers to the means by which an organization is directed and controlled

Answer 3

Governance

Question 4

It is the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention

Answer 4

Automation

Question 5

These are a challenge to organizations.

Answer 5

Organizational silos

Question 6

These trigger activities within the ITIL SVS that lead to value creation

Answer 6

1. Opportunity
2. Demand

Question 7

It refers to the action of making something effective and useful.

Answer 7

Optimization

Question 8

It is a situation where part of the output is used for a new input

Answer 8

Feedback Loop

Question 9

Ensures that the organization continually co-creates value with all stakeholders through the use of products and services

Answer 9

SVS

Question 10

Which approach to service management requires an understanding of how all the parts of an organization work together?

Answer 10

Holistic Approach

Question 11

The governing body assigns responsibility for, and __________ the preparation and implementation of, organizational strategy and policies.

Answer 11

Directs

Question 12

The governing body _________ the performance of the organization and its practices, products, and services.

Answer 12

Monitors

Question 13

It describes how all the components and activities of the organization work together as a system to enable value creation

Answer 13

ITIL service value system (SVS)

Question 14

It is the need or desire for products and services

Answer 14

Demand

Question 15

Opportunities represent the possibilities of adding ________ or ____________.

Answer 15

value to stakeholders; improving the organization.

Question 16

It can trigger work within the system even when there is no demand

Answer 16

Opportunities

Question 17

It is a set of interconnected activities that an organization performs to deliver a valuable product.

Answer 17

Service value chain

Question 18

Components of Guiding Principle:

Answer 18

1. Focus on Value
2. Start Where you are
3. Progress iteratively with feedback
4. Collaborate and Promote visibility
5. Think and work Holistically
6. Keep it simple and Practical
7. Optimize and Automate

Question 19

It is a recommendation that guides an organization in all circumstances

Answer 19

Guiding Principle

Question 20

It is a recurring organizational activity performed at all levels.

Answer 20

Continual Improvement

Question 21

What are the components of SVS?

Answer 21

1. Guiding Principles
2. Governance
3. Service Value Chain
4. Practices
5. Continual Improvement

Question 22

It guides an organization in all circumstances.

Answer 22

Guiding principles

Question 23

It can enable the creation of different types of value for a wide group of stakeholders

Answer 23

SVS

Question 24

The governing body _______ the organization on a regular basis as stakeholders’ needs and external circumstances evolve.

Answer 24

Evaluate

Question 25

These are a set of organizational resources designed for performing work.

Answer 25

Practices