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| Section | Objectives |
|---|---|
| Topic 1: Understand the key concepts of service management | - Describe the key concepts of creating value with services - Describe the key concepts of service relationships - Recall the definition of: service, utility, warranty, customer, user, service management, sponsor |
| Topic 2: Understand how the ITIL guiding principles can help an organization adopt and adapt service management | - Describe the nature, use and interaction of the guiding principles - Explain the use of the guiding principles |
| Topic 3: Understand the purpose and components of the ITIL service value system | - Describe the ITIL service value system |
| Topic 4: Understand the activities of the service value chain, and how they interconnect | - Describe the interconnected nature of the service value chain and its activities: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support |
| Topic 5: Understand how the ITIL practices contribute to the service value chain | - Explain the role of selected practices in the service value chain |
| Topic 6: Know the purpose and key terms of selected ITIL practices | - Describe the purpose of selected practices
|
| Topic 7: Understand the four dimensions of service management | - Describe the four dimensions: Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes |
1. What is used to link activities within the service value chain?
A) Service level agreements
B) Inputs, outputs and triggers
C) Service desk
D) Opportunity, demand and value
2. Which guiding principle helps to ensure that better information is available for decision making?
A) Optimize and automate
B) Keep it simple and practical
C) Think and work holistically
D) Collaborate and promote visibility
3. What is NOT within the scope of service catalogue management?
A) Interfaces between the service catalogue and service portfolio
B) Fulfilment of business service requests
C) Interfaces between all services and supporting services
D) Contribution to the definition of services
4. Which action is performed by a service provider?
A) Receiving of the agreed goods
B) Authorizing budget for service consumption
C) Ensuring access to agreed resources
D) Requesting required service actions
5. Which statement about a service value stream is CORRECT?
A) It is a service value chain activity
B) it uses inputs and outputs prescribed by ITIL
C) It integrates practices for a specific scenario
D) It provides an operating model for service providers
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
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