Sample Questions Flashcards
Which of the following is a key characteristic of the ITIL service value system?
A) It is static and unchanging over time
B) It is designed to operate independently of the organization’s strategy
C) It is composed of multiple components that work together to provide value
D) It is only relevant to organizations in the IT industry
C) It is composed of multiple components that work together to provide value.
Which one of the following is a purpose of the “service value system” in ITIL 4?
a) To provide a structured approach to service management
b) To identify service management improvements
c) To define service management roles and responsibilities
d) To specify service management policies and guidelines
Which one of the following is a key component of the “service value chain” in ITIL 4?
a) Continual improvement
b) Incident management
c) Change enablement
d) Problem management
Which one of the following is a characteristic of a “value co-creation” approach?
a) The service provider determines the value of the service for the customer
b) The customer determines the value of the service for themselves
c) The service provider and customer equally share the value of the service
d) The service provider and customer share the costs of the service
This was a chatGPT question, I think the answer is…
c) The service provider and customer equally share the value of the service
Which one of the following is a purpose of the “service value chain” in ITIL 4?
a) To provide a flexible model for the creation and delivery of services
b) To establish clear roles and responsibilities for service management
c) To enable service providers to measure the effectiveness of their services
d) To ensure that all services are delivered in a consistent and repeatable way
Q: Which one of the following is a guiding principle of ITIL 4?
a) Start where you are
b) Focus on cost savings
c) Emphasize technology over people and processes
d) Require formal change management for all changes
a) Start where you are
Which guiding principle emphasizes the importance of understanding and meeting the needs of all stakeholders?
a) Focus on value
b) Progress iteratively with feedback
c) Collaborate and promote visibility
d) Think and work holistically
a) Focus on value
Which one of the following is a guiding principle of ITIL 4 that emphasizes the importance of establishing clear roles and responsibilities?
a) Focus on value
b) Collaborate and promote visibility
c) Start where you are
d) Keep it simple and practical
b) Collaborate and promote visibility.
Explanation: The guiding principle “Collaborate and promote visibility” emphasizes the importance of establishing clear roles and responsibilities across teams and stakeholders, as well as promoting transparency and communication. This principle supports the ITIL 4 approach to service management, which emphasizes collaboration, cooperation, and shared accountability for delivering value to customers and stakeholders.
Which one of the following is a guiding principle of ITIL 4 that emphasizes the importance of starting small and building momentum?
a) Focus on value
b) Start where you are
c) Progress iteratively with feedback
d) Keep it simple and practival
b) Start where you are.
Explanation: The guiding principle “Start where you are” emphasizes the importance of starting small and building momentum, rather than trying to implement big changes all at once.
Which one of the following is a guiding principle of ITIL 4 that emphasizes the importance of learning from experience and continuously improving?
b) Progress iteratively with feedback
You are a service management consultant hired by a company to investigate the reasons for their customer’s dissatisfactions. Upon investigating, you find out that the customer’s needs are not met. To fix things, which of these principles would you start with?
A) Think and Work Holistically
B) Start Where You Are
C) Keep it Simple and Practical
D) Progress Iteratively with Feedback
B) Start Where You Are.
As you try to improve and remediate, the best option is to start with the current position.
I suppose the thing to notice is “…which of these priciples would you start with?” While different principles could be used, the question is asking which would you start with.
You are an internal service management consultant hired by a project running in DevOps mode. There is a need to increase the operating margin of the project. You find out that the processes are complex and there are plenty of bureaucratic practices. Which guiding principle would be best suitable in this circumstance?
A) Optimize and Automate
B) Collaborate and Promote Visibility
C) Keep it Simple and Practical
D) Start Where You Are
C) Keep it Simple and Practical
Complex processes and bureaucratic practices are quite common in organizations. This leads to more chaos and reduced productivity. By keeping things simple and as necessary, productivity can be increased and resource costs can be lowered. Optimize and automate is the next best option.
You run a project that has multiple work streams. The product is common but the work areas are different. For example, one work stream is on enhancements, the other on reducing technical debt, and the third on support. Which of the guiding principles will be most beneficial?
A) Optimize and Automate
B) Keep it Simple and Practical
C) Progress Iteratively with Feedback
D) Collaborate and Promote Visibility
D) Collaborate and Promote Visibility
When you have multiple work streams on a single product, it is critical that all teams point to true north. They must share a common knowledge management database and common artifact repositories. Most importantly, they must talk to each other if they are stuck. A collaboration tool that creates visibility of work will help identifying conflicts.
Your customer is not clear about what the final product should look like. He is wavering as the days go by. To not lose out on the competition, which guiding principle would serve in this situation?
A) Progress Iteratively with Feedback
B) Think and Work Holistically
C) Keep it Simple and Practical
D) Start Where You Are
A) Progress Iteratively with Feedback
While the customer makes up their mind on the final product makeup, the team can start building the base product. This is best achieved through Agile ways of working, and the guiding principle that relates to it is progress iteratively with feedback. As the features are finalized, it can be taken into development in iterations.
Which of the following stages does not feature in the relationship management practice?
A) Identification
B) Analysis
C) Monitoring
D) Continuous delivery
D. Identification, Analysis, Monitoring, and Continual Improvement are the four stages of relationship management.
