The ITIL Framework

Question 1

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

-Security & Compliance

-Roles & Responsibilities

-Knowledge sharing with partners

-Activity workflows

Answer 1

Roles and Responsibilities

*Roles & Responsibilities are assignments for People, the
Organizations & People Dimension

Question 2

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

-Value streams and processes

-Information and technology

-Organizations and people

-Partners and suppliers

Answer 2

Partners and suppliers

• Third party is an alternate word for vendor, outsourcer, or
  external provider; are all part of the Partner and Supplier dimension.

Question 3

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

-Security and compliance

-Knowledge sharing with partners

-Roles and responsibilities

-Activity workflows

Answer 3

Activity workflows

*Steps, Activities, procedures, work instructions, and models are in
the Value Streams and Processes dimension

Question 4

Which of these are dimensions of Service Management?

1. Organizations and People
2. Hardware and Software
3. Information and Technology
4. Value Streams and Processes

Answer 4

1. Organizations and People, 3. Information and Technology, 4. Value Streams and Processes

*These are three of the four dimensions, with the fourth
being Partners & Suppliers

Question 5

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

-Relationships with providers

-Security and compliance

-Activity workflows

-Roles and responsibilities

Answer 5

Relationships with providers

*Internal IT must manage external provider relationships in order
to work together in the provisioning of products and services