Practice Questions Flashcards
A service is a means of enabling value co-creation by facilitating __________ that customers want to achieve:
A. the warranty
B. outcomes
C. utility
D. outputs
Outcomes
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?:
A. value
B. an outcome
C. the warranty
D. a service offering
Service Offering
Which term describes the functionality offered by a service?:
A. cost
B. utility
C. warranty
D. risk
Utility
Which joint activity performed by a service provider and service consumer ensures continual value co-creation:
A. service provision
B. service consumption
C. service offering
D. service relationship management
Service Relationship Management
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?:
A. a service
B. an output
C. a practice
D. continual improvement
Service
Which dimension of service management considers governance, management, and communication?:
A. Organizations and people
B. Information and technology
C. Partners and suppliers
D. Value streams and processes
Organisations & People
The purpose of the __________ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives:
A. ‘focus of value’ guiding principles
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice
Service Value System
What considerations influence the supplier strategy of an organization?:
A. contracts and agreements
B. type of cooperation with suppliers
C. corporate culture of the organization
D. level of formality
Corporate Culture of the Organisation
Which value chain activity communicates the current status of all four dimensions of service management?:
A. improve
B. engage
C. obtain/build
D. plan
Plan
How do all value chain activities transform inputs to outputs?:
A. by determining service demand
B. by using a combination of practices
C. by using a single functional team
D. by implementing process automation
By using a combination of practices
What is a guiding principle?
A recommendation that guides an org in all circumstances, regardless of change in its goals, strategies, type of work or management structure. Universal & enduring.
List the seven guiding principles
Focus on value, start where you are, progress iteratively with feedback, collaborate & promote visibility, think & work holistically, keep it simple & practical, optimise & automate
What should you NOT do with individual guiding principles?
Use them in isolation
Complete the missing words: The [?] to optimization.
Road
Complete the missing words: Increasing [?] through [?]
Urgency, visibility
Which service management dimension is focused on activities, and how they are coordinated?:
A. organizations and people
B. information and technology
C. partners and suppliers
D. value streams and processes
Value Streams & Processes
Which guiding principle recommends that the four dimensions of service management are considered?:
A. think and work holistically
B. progress iteratively with feedback
C. focus on value
D. keep it simple and practical
Think & Work Holistically
Which guiding principle recommends collecting data before deciding what can be reused?:
A. focus on value
B. start where you are
C. keep it simple and practical
D. progress iteratively with feedback
Start Where you Are
Which value chain activity ensures that people understand the organization’s vision?:
A. improve
B. plan
C. deliver
D. obtain/build
Plan
Which ITIL concept describes governance?:
A. the seven guiding principles
B. the four dimensions of service management
C. the service value chain
D. the service value system
Service Value System
Complete the missing words:
The purpose of the change enablement practice is to [?] the number of [?] service and product changes by ensuring that [?] have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Maximise, successful, risks
What skills should service desk staff have?
- incident analysis and prioritization
- effective communication
- empathy
- excellent customer service skills
- emotional intelligence
Complete the missing words:
The definition of an incident is an [?] interruption to a service or a [?] in the [?] of a service.
Unplanned, reduction, quality
Which of these are the three phases of problem management?:
issue resolution
problem identification
problem control
error control
problem resolution.
problem identification
problem control
error control
Value is the [?] benefits, usefulness, and importance of something:
A. Inherent
B. Perceived
C. Objective
D. Marketing
Perceived
An organization is a [?] that has its own functions with responsibilities, authorities, and relationships to achieve its objectives:
A. Business or company
B. For-profit or non-profit
C. Person or group
D. Community or society
Person or group
Service relationships are established between two or more stakeholder organizations to [?]:
A. Provide goods and access to resources and perform actions
B. Provide and consume services
C. Conduct business
D. Co-create value
Co-create value
Select the BEST answer. A consumer is an organization that [?] services:
A. Uses
B. Provides
C. Authorises the budgets for
D. Receives
Receives
Three specific roles are involved in service consumption: customers who [?], users who use services, and sponsors that [?]:
A. Pay for services, promote services
B. Define requirements, authorise budgets
C. Use services, define requirements and authorize budgets
D. Define requirements and authorise budgets, promote services
Define requirements, authorise budgets
Customers, users and sponsors:
A. Cannot be the same person or organization
B. Cannot have the same expectations of services
C. Can only be people and not organizations
D. Can have different and even conflict service expectations
Can have different and even conflicting service expectations
A [?] is a configuration of an organization’s resources designed to offer value to a consumer:
A. Service offering
B. Service management system
C. Service
D. Product
Product
A [?] is a means of enabling value co-creation by facilitating desired outcomes for customers:
A. Service offering
B. Service management system
C. Service
D. Product
Service
A [?] is a description of one or more services designed to address the needs of a target consumer group:
A. Service offering
B. Service management system
C. Service
D. Product
Service Offering
