{ "@context": "https://schema.org", "@type": "Organization", "name": "Brainscape", "url": "https://www.brainscape.com/", "logo": "https://www.brainscape.com/pks/images/cms/public-views/shared/Brainscape-logo-c4e172b280b4616f7fda.svg", "sameAs": [ "https://www.facebook.com/Brainscape", "https://x.com/brainscape", "https://www.linkedin.com/company/brainscape", "https://www.instagram.com/brainscape/", "https://www.tiktok.com/@brainscapeu", "https://www.pinterest.com/brainscape/", "https://www.youtube.com/@BrainscapeNY" ], "contactPoint": { "@type": "ContactPoint", "telephone": "(929) 334-4005", "contactType": "customer service", "availableLanguage": ["English"] }, "founder": { "@type": "Person", "name": "Andrew Cohen" }, "description": "Brainscape’s spaced repetition system is proven to DOUBLE learning results! Find, make, and study flashcards online or in our mobile app. Serious learners only.", "address": { "@type": "PostalAddress", "streetAddress": "159 W 25th St, Ste 517", "addressLocality": "New York", "addressRegion": "NY", "postalCode": "10001", "addressCountry": "USA" } }

AI Generated Flashcards

(66 cards)

1
Q

Service management is defined as?

A

A set of specialized organizational capabilities for enabling value to customers in the form of services.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

What does ITIL stand for?

A

Information Technology Infrastructure Library

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

True or False: ITIL 4 is the latest version of ITIL.

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

What is the primary purpose of ITIL?

A

To provide a framework for IT service management.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Fill in the blank: The ITIL service value system (SVS) is designed to ensure __________.

A

a holistic approach to service management.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

What are the four dimensions of service management in ITIL 4?

A

Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Multiple Choice: Which of the following is NOT one of the ITIL guiding principles?
A) Focus on value
B) Start where you are
C) Optimize and automate
D) Ignore feedback

A

D) Ignore feedback

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

What is a service in ITIL?

A

A means of delivering value to customers by facilitating outcomes that customers want to achieve.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

True or False: ITIL 4 introduces the concept of ‘co-creation of value’.

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

What is a service value chain?

A

A model that outlines the key activities required to respond to demand and facilitate value realization.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Fill in the blank: The five components of the ITIL service value chain are Engage, __________, Deliver and Support, Improve.

A

Plan

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

What is the role of the ‘Service Desk’ in ITIL?

A

To serve as the primary point of contact between service providers and users.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Multiple Choice: Which ITIL practice focuses on managing changes to minimize risk?
A) Change Control
B) Incident Management
C) Problem Management
D) Service Level Management

A

A) Change Control

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

What is the purpose of ‘Incident Management’ in ITIL?

A

To restore normal service operation as quickly as possible and minimize impact on the business.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

True or False: Continual Improvement is a key practice in ITIL 4.

A

True

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

What does the term ‘Value Stream’ refer to in ITIL?

A

A series of steps that an organization takes to deliver a product or service to a customer.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
17
Q

Fill in the blank: ITIL 4 emphasizes the importance of __________ in achieving effective service management.

A

collaboration

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
18
Q

What is the significance of the ‘Service Level Agreement’ (SLA)?

A

It defines the expected level of service between a service provider and a customer.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
19
Q

Multiple Choice: Which practice is responsible for understanding and managing stakeholder expectations?
A) Service Level Management
B) Stakeholder Management
C) Portfolio Management
D) Service Configuration Management

A

B) Stakeholder Management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
20
Q

What is ‘Problem Management’ in ITIL?

A

The practice aimed at managing the lifecycle of all problems that occur in IT services.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
21
Q

True or False: ITIL 4 promotes a rigid approach to service management.

A

False

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
22
Q

What is the purpose of ‘Change Control’ in ITIL?

A

To ensure that changes are made with minimal disruption to services.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
23
Q

Fill in the blank: ITIL 4 encourages organizations to adopt a __________ mindset towards service management.

A

customer-centric

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
24
Q

What does the ‘Continual Improvement Model’ provide?

A

A structured approach to identifying and implementing improvements.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
25
Multiple Choice: Which of the following is NOT a type of service in ITIL? A) Core Services B) Enabling Services C) Essential Services D) Supporting Services
C) Essential Services
26
What is the role of 'Governance' in the ITIL service value system?
To ensure that the organization's policies and strategy are followed.
27
True or False: ITIL 4 can be integrated with other frameworks and methodologies.
True
28
What does ITIL stand for?
Information Technology Infrastructure Library
29
True or False: ITIL Foundation 4 focuses on the service value system.
True
30
What is the primary purpose of ITIL?
To provide a framework for IT service management.
31
Fill in the blank: The ITIL service value system is designed to ensure that the organization continually co-creates value with __________.
all stakeholders
32
Which component of the ITIL service value system includes governance?
The governance component
33
Multiple Choice: Which of the following is NOT one of the four dimensions of service management?
Technology, People, Partners and Suppliers, or Processes
34
What is the definition of a service in ITIL?
A means of enabling value co-creation by facilitating outcomes that customers want to achieve.
35
True or False: The ITIL framework is prescriptive and mandates specific processes.
False
36
What is meant by 'value' in the context of ITIL?
The perceived benefits, usefulness, and importance of something.
37
What are the three types of service relationships in ITIL?
Service provider, service consumer, and service relationship.
38
Fill in the blank: ITIL 4 emphasizes a holistic approach to service management, focusing on the entire __________.
service value chain
39
What is the ITIL service value chain?
A model that outlines the key activities required to create value through services.
40
Multiple Choice: Which activity in the service value chain is focused on designing services?
Engage, Design & Transition, Obtain/Build, or Deliver & Support
41
What is the role of governance in the ITIL service value system?
To ensure that the organization's policies and strategies are aligned with the service management objectives.
42
True or False: Continual Improvement is a principle of ITIL 4.
True
43
What are the guiding principles of ITIL 4?
Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, Optimize and automate.
44
Fill in the blank: The __________ principle encourages organizations to focus on the value they deliver to customers.
Focus on value
45
What is the purpose of the 'Engage' activity in the service value chain?
To ensure stakeholder needs are understood and relationships are built.
46
Multiple Choice: Which of the following is a key element of the ITIL framework?
Processes, Services, Functions, or All of the above
47
What does the 'Deliver and Support' activity focus on?
Ensuring services are delivered effectively and efficiently.
48
True or False: Service management is only the responsibility of the IT department.
False
49
What is the importance of the 'Obtain/Build' activity in the service value chain?
It focuses on acquiring or developing the necessary components to deliver services.
50
Fill in the blank: ITIL promotes a __________ approach to service management.
co-creation
51
What does the concept of 'service consumption' refer to?
The act of using a service to achieve a desired outcome.
52
What is the significance of the 'Design & Transition' activity?
It ensures that services are designed and transitioned into operation effectively.
53
Multiple Choice: Which guiding principle encourages teams to seek feedback during their processes?
Progress iteratively with feedback
54
What is a 'service provider' in ITIL?
An organization that provides services to customers.
55
True or False: ITIL 4 does not include any digital transformation concepts.
False
56
What is the role of 'Service Value' in ITIL?
It represents the benefits derived from a service.
57
Fill in the blank: The ITIL service value system includes the service value chain, practices, and __________.
governance
58
What is a practice in ITIL 4?
A set of organizational resources designed for performing work or accomplishing an objective.
59
Multiple Choice: Which of the following is a purpose of the 'Continual Improvement' practice?
To align the organization’s practices and services with changing business needs.
60
What does the term 'stakeholder' mean in ITIL?
Any person or organization that can affect, be affected by, or perceive itself to be affected by a service.
61
True or False: ITIL 4 encourages risk management as part of service management.
True
62
What is the purpose of the 'Change Control' practice?
To ensure that changes are made with minimal disruption to services.
63
Fill in the blank: ITIL 4 encourages organizations to __________ and automate tasks where possible.
optimize
64
What is the relationship between ITIL 4 and Agile methodologies?
ITIL 4 can be integrated with Agile methodologies to enhance service management.
65
Multiple Choice: What is one benefit of adopting ITIL practices?
Improved service quality, Enhanced customer satisfaction, or Both A and B
66
What is the ultimate goal of ITIL?
To deliver value to customers and stakeholders.