AThe addition, modification, or removal of anything that could affect services
BA version of a product, service, or other configuration item made available for use
CAn unplanned interruption to a service or reduction in the quality of a service
DA cause, or potential cause, of one or more incidents
Performing routine tasks such as backups, monitoring, and capturing and processing events is part of which of the following activities?
ADeliver
BSupport
COperate
DTransition
Which is an approach to software development in which software can be released to production at any time after a decision is made by the team?
AContinuous Deployment
BContinuous Integration
CContinuous Delivery
DDevOps
What is the role of governance within the ITIL Service Value System?
ATo define and manage process activities for service delivery
BTo perform day-to-day service operations
CTo ensure organizational activities are directed and controlled
DTo provide detailed technical guidance for service design
Question 6
Understand the purpose and components of the ITIL service value chain
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Question 7
Understand the key concepts of service management
Question 8
Know the purpose and key concepts of 15 ITIL practices
Question 9
Understand the key concepts of service management
Question 10
Understand the key concepts of service management
Question 11
Understand the purpose and components of the ITIL service value chain
Question 12
Understand the four dimensions of service management
Question 13
Understand the ITIL service value system
Question 14
Understand the key concepts of service management
Question 15
Understand the key concepts of service management
Question 16
Know the purpose and key concepts of 15 ITIL practices
Question 17
Understand the key concepts of service management
Question 18
Understand the key concepts of service management
Question 19
Understand the four dimensions of service management
Question 20
Understand the key concepts of service management
Question 21
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Question 22
Understand the four dimensions of service management
Question 23
Understand the key concepts of service management
Question 24
Understand how the ITIL guiding principles can help an organization adopt and adapt service management
Question 25
Understand the key concepts of service management
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What is a value stream?
AA set of organizational resources and capabilities to achieve an objective
BA series of steps an organization undertakes to enable value for consumers through management of products and services
CA tangible or intangible deliverable of an activity
DA configuration of an organization's resources designed to offer value for a consumer
What is a product prototype?
AA request that triggers an agreed service action
BThe process of releasing new or updated products to users
CAn initial version of a product demonstrating its basic form and functionality
DA finalized product specification approved for development
Which activity focuses on securing and allocating necessary resources efficiently?
AAcquire
BBuild
CDiscover
DDeliver
Which of the following BEST describes an outcome in a service relationship?
AA result achieved by a stakeholder through the use of at least one output
BA tangible or intangible deliverable created during a service activity
CA specific task completed by the service provider as part of service delivery
DA software product provided to the consumer by the service provider
A team is gathering customer feedback and measuring current service response times to understand its existing performance.
Which step of the continual improvement model does this activity represent?
AWhere are we now?
BTake action
CWhere do we want to be?
DWhat is the vision?
Which of the following is NOT an activity of digital product and service lifecycle?
AAcquire
BAgree
CDiscover
DBuild
Which dimension of digital product and service management ensures whoever is working in an organization has sufficient skills to support anticipated needs?
AOrganizations and people
BValue streams and processes
CInformation and technology
DPartners and suppliers
Which element of the operating model refers to third parties contributing to value creation activities?
APartners and suppliers
BValue streams and processes
CValue chain
DOrganizations and people
Which statement regarding a partnership relationship is TRUE?
AIt focuses mainly on operational efficiency and uses standardized contracts
BIt focuses on operational and tactical level not on strategic level
CIt provides commercial off-the-shelf services for a wide range of consumers
DIt involves bespoke services with a focus on innovation and growth
Which statement BEST describes service quality?
AThe totality of characteristics of a service that determine its ability to satisfy stated needs
BThe functionality provided by a product or service to meet a particular need
CA documented agreement between a service provider and a customer
DThe assurance that a service will meet agreed requirements and is fit for use
Which of the following is a key success metric for 'Transition' activity?
ASpeed of normal service restoration
BQuality of the resources and services outsourced from suppliers
CService performance against the agreed SLA targets
DNumber and impact of deployment errors
Which is the main form of service interaction between service consumers and digital services?
ATransfer of goods
BDelivery of goods
CAccess to resources
DService actions
Which of the following terms BEST describes a change?
AAn unplanned interruption to a service or reduction in the quality of a service
BThe addition, modification or removal of anything that could have an effect on product and service
CAny component that needs to be managed in order to deliver an IT service
DAn underlying cause of one or more incidents
Which term BEST describes a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?
AOrganization
BPartnership
CCulture
DService Journey
Which of the following BEST describes an operating model?
AA set of rules that ensures consistent decision-making and accountability within the organization
BA recommendation that guides an organization's actions and decisions in all circumstances
CA set of organizational resources designed for performing specific work or achieving a particular objective
DA conceptual and visual representation of how an organization co-creates value with its customers
How should the seven guiding principles be combined when an organization is making a decision?
ABy using all the guiding principles equally when making any decision
BBy selecting one guiding principle to follow as the main basis for every decision
CBy considering each guiding principle to understand its relevance before applying it
DBy using the 'keep it simple and practical' principle and one or two others that are relevant to the specific decision
Which of the following statements about the four dimensions of product and service management is CORRECT?
AEach dimension on its own is sufficient to achieve the desired outcomes
BAll four dimensions are critical to effective and efficient facilitation of value
CAll four dimensions apply only to product design and not to management practices
DAll four dimensions focus mainly on the activities of the service value chain
Which of the following activities BEST represents transfer of goods in a service offering?
AA cloud user accesses shared online storage
BA service provider supplies new laptops to the customer
CA customer receives advice from a helpdesk agent
DA team attends a virtual training session
A healthcare IT provider is planning to launch a new digital appointment system.
According to 'Focus on value', what should the organization do first?
AUnderstand why patients use the appointment service
BIdentify who the service consumers and key stakeholders are
CAnalyze how the system will help patients achieve their goals
DEvaluate the risks and financial consequences for the consumers
A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support.
Which concept does this illustrate?
