Question 1 of 10 · Key concepts of service management
What is a service offering?
A service offering is a formal description of one or more services designed to address the needs of a target consumer group, and it may include goods, access to resources and service actions. A product alone (A) or a price list (C) is only part of what may be offered. An agreement on service level targets (D) is a service level agreement.
Question 2 of 10 · The ITIL guiding principles
Which principle most directly warns against automating a flawed process?
Optimize and automate warns against automating before optimizing.
Question 3 of 10 · The four dimensions of service management
Which dimension covers the tools and information a service uses?
Information and technology covers the information and tools the service needs.
Question 4 of 10 · The ITIL service value system
What does the ITIL service value system describe?
The SVS describes how all the components and activities of the organization work together as a system to enable value creation. The value chain (B), the practices (C) and the guiding principles (D) are each components of the SVS, not the whole system.
Question 5 of 10 · The service value chain and its activities
What is a value stream?
A value stream is a series of steps an organization undertakes to create and deliver products and services to consumers, combining value chain activities and practices. A single practice (A) is one set of resources that value streams draw on, and a budget (B) is a resource. A request record (D) is an output of one practice.
Question 6 of 10 · Purpose and key terms of 15 ITIL practices
What is the purpose of the problem management practice?
Problem management reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors. Restoring service (A) is incident management, and authorizing changes (B) is change enablement. Fulfilling requests (C) is service request management.
Question 7 of 10 · Seven ITIL practices in detail
What is the goal of incident management?
The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible. Finding root causes (A) and preventing future incidents (B) are the work of problem management. Authorizing changes (C) belongs to change enablement.
Question 8 of 10 · Key concepts of service management
How does ITIL 4 define a service?
ITIL 4 defines a service as a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. Goods sold for a fee (B) describe a product transaction, and a production system (C) is a configuration of resources. A support team (D) belongs to the organizations and people dimension; each may contribute to a service but is not the service.
Question 9 of 10 · The ITIL guiding principles
What does 'progress iteratively with feedback' involve?
Progress iteratively with feedback means organizing work into smaller, manageable sections that can be completed in a timely way, using feedback before, during and after each iteration to adjust. A single final release (A) delays value and learning, and feedback only at the end (C) comes too late to change course. A fixed plan (D) cannot respond to change.
Question 10 of 10 · The four dimensions of service management
Which dimension covers the organizations involved in designing and delivering a service?
Partners and suppliers covers third parties involved in the service.
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Key concepts of service management
The ITIL guiding principles
The four dimensions of service management
The ITIL service value system
The service value chain and its activities
Purpose and key terms of 15 ITIL practices
Seven ITIL practices in detail
Which domains cost you the points? Members see a breakdown by domain and a study plan built from it.