ITIL 4 Overview

Question 1

Value is _____ by the activities enacted by the consumer and the provider..

Answer 1

co-create

Example: If a high quality application is built by the provider, but not used by the consumer, there is no value.

Question 2

Facilitated integration and coordination of various organizational components and activities and provides strong, unified value focused direction for the organization.

Answer 2

Service Value System (SVS)

Question 3

True or False: Service Value System (SVS) facilitates the journey from demand to value (through a joined up, effective operation).

Answer 3

True

Question 4

Five parts of the Service Value System (SVS) :

Answer 4

1) Guiding principles
2) Governance
3) The Service Value Chain
4) Practices
5) Continual Improvement

Question 5

Recommendations that guide an organization and its people on how to work flexibly in all circumstances.

Answer 5

Guiding Principles of SVS

Question 6

Service Value System: The means by which an organization is directed and controlled.

Answer 6

Governance

Question 7

An operating model which outlines key activities required to respond to demand and facilitate value creation through the creation and management of products and services.

Answer 7

The Service Value Chain (of SVS)

Question 8

Service Value System

Organizational resources designed for performing work or accomplishing an objective including processes and capabilities.

Answer 8

Practice

Question 9

Service Value System

A recurring organizational actively performed at all level to ensure that an organization’s performance continually improves in meeting stakeholder expectations.

Answer 9

Continual Improvement

Question 10

4 Dimensions of Service Management

Answer 10

1) Organizations and People
2) Information and Technology
3) Partners and Suppliers
4) Value Streams and Processes

Question 11

True or False: The 4 dimensions of Service Management must be in place within your organization to deliver and effective and efficient ITSM capability.

Answer 11

True

Question 12

True or False: Failure to address the 4 Dimensions can lead to poor quality of services, service unavailability or not meeting the needs of the organization and thus impairing value realization.

Answer 12

True

Question 13

Which of the 4 dimensions will enable organizations to define, implement, manage and improve:
• Management capabilities and leadership styles
• Formal organizational structures
• Staffing and competency levels required
• Systems for communication/collaboration
• Broad knowledge (Business and IT) as well as
deep specialisation

Answer 13

Organization and People

Question 14

Which dimension of IT Service Management has a focus on the technology needed to deliver services and products, and ensures that data and information are considered.

Answer 14

Information and Technology Dimension

Question 15

What are the 3 core areas of the Information and Technology dimension of IT Service Management

Answer 15

1. Information and Knowledge
2. Technologies
3. Relationships between components

Question 16

Which dimension of IT Service Management has a focus on the 3rd parties that are critical to the delivery of IT products
and services.

Answer 16

Partners and Suppliers

Question 17

In the Partners and Suppliers dimension, relationships need to be defined for all 3rd parties in line with the organization’s services covering:

Answer 17

Design
Development
Deployment
Delivery and Support

Question 18

True or False: Failure to address the 4 Dimensions of Service Value System (SVS) can lead to poor quality of services, service unavailability or not meeting the needs of the organization and
thus impairing value realization

Answer 18

True