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ITILv4 Foundations > Service Management > Flashcards

Service Management Flashcards

1
Q

Which of the following dimensions focuses on the relationship between organizations which collaborate in order to develop , design, and deliver services?

A

Partners and Suppliers

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2
Q

Partners and Suppliers dimension focuses on…

A

he relationship between organizations which collaborate in order to develop , design, and deliver services

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3
Q

Which activity of the Service Value Chain is being used when the management team reaches out to the stakeholder in order to update and examine their needs regarding a new service?

A

Engage

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4
Q

The “Organizations and People” Dimension focuses on which of the following?

A

Communication and collaboration skills

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5
Q

Who is accountable for an organizations compliance?

A

Governing Body

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6
Q

the means by which an organization is directed and controlled, through policies and regulations.

A

Governance

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7
Q

Which of the following will service automation NOT provide?

A

Reduced information output

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8
Q

The purpose of Optimize and Automate….

A

To maximize the value of technical and human resources, while considering all other guiding principles.

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9
Q

Which ITIL guiding principle emphasizes mapping everything directly or indirectly to value for the stakeholders?

A

Focus on value

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10
Q

You are undertaking an improvement initiative to increase the value of a service that you offer. This initiative will incorporate machine learning and cloud solutions into the service. Which of the Four Dimensions of Service Management would include machine learning and cloud solutions?

A

Information and Technology products

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11
Q

Information and Technology dimension includes…

A

all Information and Technology used to provision and consume the service (his includes, Cloud Computing, Mobile Apps, Storage, Availability, Reliability, Accessibility, Accuracy, Communication Systems, Blockchain, AI, Relevance, Workflow Management Systems, Knowledge Bases, Inventory Systems, Communication Systems, Analytical Tools, Architectures, Applications, Databases, and Cognitive Computing)

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12
Q

A stakeholder in an organization claims that a change has resulted in deliverables not meeting requirements on functionality, budget, or schedule. Which Service Value Chain activity needs to be focused on in order to improve the situation?

A

Design and Transition

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13
Q

Design and transition is centered around…

A

making sure stakeholders feel that services and products are continuously meeting expectations

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14
Q

A service provider is giving a formal description of one or more services, designed to address the needs of a target consumer group. What is being provided by the service provider?

A

Service Offering

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15
Q

Service Offering

A

the formal description of services that will be provided to stakeholders and will include what goods, levels of access, and service actions will be provided.

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16
Q

Which Service Value Chain activity focuses on the procurement or building of service components?

A

Obtain/Build

17
Q

The Obtain and Build activity focuses on…

A

service components being available when and where they are needed to meet agreed specifications.

18
Q

In which CIM step would you place cute cat posters around the office so that service consumers are reminded about the changes that have been made and are encouraged to not revert to old behaviors?

A

How do we keep the momentum going?

19
Q

A [?] is defined as any change of state that has significance for the management of a service or other configuration item.

A

Event

20
Q

Which of the following is an operating model for service providers that covers all the key activities required to effectively manage products and services?

A

Service Value Chain

21
Q

Service Value Chain

A

an operating model that contains activities such as, Plan, Improve, Engage, Design / Transition, Deliver / Support, Obtain / Build, so that you can effectively manage products and services.

22
Q

What should opportunities and demand be transformed into after going through the Service Value System?

A

Value

23
Q

An operating model for service providers that covers all the key activities required to effectively manage product and services

A

Service Value Chain

24
Q

Which of the following terms is defined as a model representing how all the components and activities of an organization work together to facilitate value creation?

A

Service Value System

25
Q

Which ITIL guiding principle focuses on involving the right stakeholders at the right time and continuing to communicate with them so that bottlenecks can be identified, and waste can be uncovered?

A

Collaborate and promote visibility

26
Q

5 Activities of the Service Value Chain (SVC)

A

Plan
Improve
Engage
Obtain/build
Design and Transition
Deliver and support

27
Q

A [?] is provided by a service provider and utilized by a service consumer so that specific outcomes can be achieved.

A

Service

28
Q

An organization is struggling to understand the benefits gained in every step of an improvement initiative. Which guiding principle should they incorporate in order to ensure they have a better understanding?

A

Focus on value

29
Q

A new system is being rolled out for an organization. Which Service Value Chain activity would focus on obtaining the functional expectations of the service from the organization?

A

Engage

30
Q

The Engage activity of the Service Value Chain focuses on…

A

stakeholder needs, and communication with stakeholders

31
Q

The [?] activity would provide the means of obtaining the functional expectations of a service expected by the stakeholders.

A

Engage

32
Q

An organization is attempting to determine what activities are necessary to achieve their objectives of value creation. Which of the 4 Dimension of Service Management is this related to?

A

Value Streams and Processes

ITILv4 Foundations (6 decks)

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