ITIL 4 Foundational Certification
To support a holistic approach to service management, ITIL defines four dimensions of service management. Which of the following describes these perspectives? 1. Organizations and people plus information and technology 2. Partners and suppliers plus value streams and processes 3. Organizations and processes plus people and value streams 4. Partners, information, and technology plus processes and organizations
1 and 2
Why does ITIL recommend iteration and feedback together? 1. Greater flexibility and faster responses to customer and business needs 2. The ability to discover and respond to failure earlier and an overall improvement in quality 3. Habits always require iteration. 4. Too much feedback hurts morale.
1 and 2
What are the 14 service management practices on the exam?
1. Availability management 2. Capacity and performance management 3. Change control 4. Incident management 5. IT asset management 6. Monitoring and event management 7. Problem management 8. Release management 9. Service configuration management 10. Service continuity management 11. Service design 12. Service desk 13. Service level management 14. Service request management
What are the 4 general management practices on the exam?
1. Continual improvement 2. Information security management 3. Relationship management 4. Supplier management
What are the seven guiding principles?
1. Focus on value 2. Start where you are 3. Progress iteratively with feedback 4. Collaborate and promote visibility 5. Think and work holistically 6. Keep it simple and practical 7. Optimize and automate
What are the six activities of the service value chain?
1. Plan 2. Improve 3. Engage 4. Design & transition 5. Obtain & build 6. Deliver & Support
Which of the following are influencing factors for partners and suppliers? 1. Corporate hospitality 2. Resource scarcity 3. Demand patterns 4. Personal relationships with suppliers
2 and 3
Output
A deliverable on an activity
Define Value Stream
A series of steps an organization undertakes to create and deliver products and services
Define process
A series of steps of accomplish a task
Service Management
A set of specialized organizational capabilities for providing value to customers in the form of services.
What is the definition of a product? A. A configuration of an organization's resources designed to offer value for a consumer B. A means of enabling value co-creation by facilitating outcomes that customers was to achieve, without the customer having to manage specific costs and risks C. A person, or other entity, that is required for the execution of an activity or the achievement of an object D. The means by which an organization is directed and controlled
A. A configuration of an organization's resources designed to offer value for a consumer
What is the definition of a product? A. A configuration of an organization's resources designed to offer value for a consumer B. 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 C. A person, or other entity, that is required for the execution of an activity or the achievement of an objective D. The means by which an organization is directed and controlled
A. A configuration of an organization's resources designed to offer value for a consumer
What is the definition of a stakeholder? A. A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives B. A customer who works for the same organization as the service provider C. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption D. A person or group responsible for authorizing a change
A. A person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives
What is true of outputs and outcomes? A. An output is a tangible or intangible deliverable of an activity, whereas an outcome is a result for a stakeholder enabled by one or more outputs B. Outputs and outcomes are the same C. It is not important to view outcomes from the consumer's point of view D. Outputs do not change outcomes over time
A. An output is a tangible or intangible deliverable of an activity, whereas an outcome is a result for a stakeholder enabled by one or more outputs
What is the definition of warranty? A. Assurance that a product or service will meet agreed-upon requirements B. A configuration of an organization's resources designed to offer value for a consumer C. The perceived benefits, usefulness and importance of something D. The functionality offered by a product r service to meet a particular need
A. Assurance that a product or service will meet agreed-upon requirements
An appropriate focus on the four dimensions helps organizations accomplish which of the following? A. Ensures the SVS remains balanced and effective B. Has nothing to do with the SVS C. Ensures that all external factors are part of each analysis D. Makes sure all stakeholders have put into every decision
A. Ensures the SVS remains balanced and effective
What is the BEST description of the activities performed by the SVC design and transition activity? A. It ensures that products and services continually meet stakeholder expectations for quality, costs and time to market B. It only takes improvement initiatives and plans provided by the improve value chain activity and turns them into new and changed products C. Design and transition activities are mostly focused on the service components from the improve value chain activity D. Design and transition activities are only performed by the project management department
A. It ensures that products and services continually meet stakeholder expectations for quality, costs and time to market
Which of the following is true about the service value chain? A. It is a flexible model that defines six activities that can be combined in many ways, forming multiple value streams B. It is a rigid, proven model that defines six key activities that easily fit together C. The service value chain consists of four activities that always work together D. The service value chain does not include the ITIL practices
A. It is a flexible model that defines six activities that can be combined in many ways, forming multiple value streams
The supporting information and knowledge that is needed to deliver and manage the services is a concern for which of the four dimensions? A. Organization and people B. Information and technology C. Partners and suppliers D. Value streams and processes
A. Organization and people
Which of the following enhance the service chain? A. The ITIL practices B. Information and technology C. Independent customer inputs D. Use of utility and warranty inputs to determine actionable activities
A. The ITIL practices
Which statement about SVC improve activities is true? A. They ensure continual improvement of products, services and practices across all value chain activities and the four dimensions f service management B. The improve activities are carried out by specifically trained group of IT specialists C. The purpose of improve activities only looks at the inputs of product and service performance information provided by deliver and support activities D. The purpose of improve activities is for value chain performance information for planning and the governing body.
A. They ensure continual improvement of products, services and practices across all value chain activities and the four dimensions f service management
What is the purpose of the SVC obtain and build activity? A. To ensure that service components are available when and where they are needed and meet agreed-upon specifications B. To ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all product and services across the organization C. To provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders D. To ensure that services are delivered and supported according to agreed-upon specifications and stakeholders' expectations
A. To ensure that service components are available when and where they are needed and meet agreed-upon specifications
What is the ultimate goal of the six activities of the SVC? A. Value B. Demand C. Improvement D. Products and services
A. Value
Analyzing each step of a value stream is a good way to identify which of the following? A. Waste B. Brilliance C. People not doing their job D. Shortcuts
A. Waste
Stakeholders
Anyone can be a stakeholder if they have any interest or will be affected by what we do.
What is a service? A. The sum of functional and emotional interactions with a service and service provider as perceived by a service consumer B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific cost and risks C. A service that transfers risks from the IT organization to the customer D. The same as an application
B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific cost and risks
Which of the following describes a sponsor? A. A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity B. A person who authorizes a budget for service consumption C. A person who defines the requirements for a service and take responsibility for the outcomes of service consumption D. A role that is accountable for the delivery of a specific service
B. A person who authorizes a budget for service consumption
What is the definition of service management? A. A complete set of products and services that is managed throughout their lifecycle by an organization B. A set of specialized organizational capabilities for enabling value for the customers in the form of services C. The practice of supporting an organization's strategies and plans for service management by ensuring the organization's financial resources and investments are being used effectively D. Structured information about all the services and service offerings of a service provider that is relevant for a specific target audience
B. A set of specialized organizational capabilities for enabling value for the customers in the form of services
What is the definition of an incident? A. Any change of state that has significance for the management of a service or another configuration item B. An unplanned interruption to a service or reduction in the quality of a service C. The means by which an organization is directed and controlled D. When services are not available during a maintenance window
B. An unplanned interruption to a service or reduction in the quality of a service
Which term typically refers to the use of technology to perform a step or series of steps correctly and consistently with limited or no human intervention? A. Continuous delivery B. Automation C. Optimization D. Technical debt
B. Automation
When thinking about the four dimensions, specifically organizations and people, which of the following is NOT the most critical? A. Systems of authority B. Culture C. Roles and responsibilities D. Right level of workforce capacity and competence
B. Culture
Identify the missing word in the following sentence. A ________ is any valuable component that can contribute to the delivery of an IT product or service. A. Resource B. IT asset C. Server D. Configuration item
B. IT asset
One of the four dimensions includes the ________ created, managed, and used in the course of service provision and consumption and the _________ that support and enable that service. A. Organizations; people B. Information; technology C. Partners; suppliers D. Value streams; processes
B. Information; technology
What does the dimension of partners and suppliers provide to the holistic approach? A. It provides very little, as partners and suppliers have contracts with the organization and they must meet the terms B. It encompasses the relationships with other organizations that are involved in the design, development, deployment, delivery, support, and continual improvement of services C. A best practice is to have as few partners as possible because it reduces risk D. The trend in business is to try to do as much in-house as possible
B. It encompasses the relationships with other organizations that are involved in the design, development, deployment, delivery, support, and continual improvement of services
To convert inputs into outputs, the value chain activities use different combinations of ITIL: A. Value streams B. Practices C. Guiding principles D. Resources
B. Practices
What is the definition of the service value system (SVS)? A. Ensures a holistic approach to service management by defining the four dimensions of service management B. Represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services C. Can be used to guide an organization's decisions and actions D. Provides an operating model for the creation, delivery and continual improvement of services
B. Represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services
In the continual improvement model, which step is immediately before the step that asks the following: Did we get there? A. How do we get there? B. Take action C. What lessons can we learn? D. What is the vision?
B. Take action
Which practice should be the empathetic and informed link between the service provider and its users? A. Anyone in any IT department that is contacted directly by a user B. The service desk C. The incident management team D. The automated self-help application
B. The service desk
According to ITIL, what is the CENTRAL element of the SVS? A. Demand B. The service value chain (SVC) C. Value D. Six value chain activities
B. The service value chain (SVC)
What are governance activities? A. Governance begins with each IT department manager guiding their group actions B. They enable organizations to continually align their operations with the strategic direction C. Governance is an HR tool to make sure employees follow the corporate rules D. Governance has nothing to do with how IT works; it is a business guidance activity
B. They enable organizations to continually align their operations with the strategic direction
How is value co-created? A. Through a series of steps an organization undertakes to create and deliver products and services to customers B. Through an active collaboration between providers, consumers, and other organizations C. Through the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored and managed against these targets D. Through the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels
B. Through an active collaboration between providers, consumers, and other organizations
What is the overall objective of an organization? A. To make money B. To create value for its stakeholders through the provision and consumption of services C. To guarantee employment D. To make it fun to come to work
B. To create value for its stakeholders through the provision and consumption of services
What is the purpose of the SVC plan activity? A. To provide good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders B. To ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services C. To ensure that services are delivered and supported according to agreed-upon speculations and stakeholders' expectations D. To ensure continual improvement of products, services and practices across all value chain activities
B. To ensure a shared understanding of the vision, current status and improvement direction for all four dimensions and all products and services
What is true about utility and warranty? A. A warranty is a performance guarantee B. Utility is the functionality provided by a product or service. Warranty is the assurance that a product or service will meet agreed-upon requirements C. Utility is what the programmer designs D. Utility is what is agreed upon in the service-level agreement (SLA)
B. Utility is the functionality provided by a product or service. Warranty is the assurance that a product or service will meet agreed-upon requirements
Achieving value occurs in what instances? A. When providing a service eliminates all risks B. When there is a balance between outcomes, costs and risks C. When everyone has the same definition of value D. When value remains constant
B. When there is a balance between outcomes, costs and risks
What does the guiding principle "Start where you are" mean? A. People do not like change B. You can often reduce risk, costs and time by reusing but modifying tried and true procedures C. If it is not broken, do not change it D. Measurements seldom help you to make the keep or change decision
B. You can often reduce risk, costs and time by reusing but modifying tried and true procedures
Describe the guiding principle "Progress iteratively with feedback."
Big projects don't work. Organize work into smaller, manageable sections and roll out one section at a time. The risk of failure is less, and it brings more stakeholders into the project encouraging ownership. Then do it all over again with what you have learned.
How do we achieve value?
By balancing outcomes, costs and risks
Name the key components of ITIL 4. 1. Service value system 2. Four dimensions model 3. Co-creating value 4. Service relationships
C. 1 and 2
What is a user? A. A customer who works for an organization other that the service provider B. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption C. A person who uses the services D. A person or organization that has an interest or involvement in an organization, product, service, practice, or other entity
C. A person who uses the services
What is a value stream? A. A documented statement of the outcomes provided by a service B. A documented way to carry out an activity or a service C. A series of steps an organization undertakes to create and deliver products and services to consumers D. A set of organizational resources designed for performing work or accomplishing an objective
C. A series of steps an organization undertakes to create and deliver products and services to consumers
One of the four dimensions is organizations and people. This includes roles and responsibilities, organizational structure, staffing and competences, and: A. A pleasant and safe environment B. Infrastructure C. Culture D. Automation
C. Culture
Contracts and agreements with external and internal suppliers and partners is an output of which SVC activity? A. Demand B. Improve C. Engage D. Obtain/build
C. Engage
Which is the BEST description of SVC engage activities? A. Engage activities are only focused operationally to understand the day-to-day challenges B. Engage activities look at incidents, service requests and feedback from users C. Engage activities provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders D. The primary output of engage activities is service performance reports for customers
C. Engage activities provide a good understanding of stakeholder needs, transparency and continual engagement and good relationships with all stakeholders
What are the components of the SVS? A. Value, demand, governance and external influences B. Value, service value chain, continual improvement and governance C. Guiding principles, governance, service value chain, practices and continual improvement D. Opportunities, value, governance and continual improvement
C. Guiding principles, governance, service value chain, practices and continual improvement
What does fit for purpose mean? A. Utility is based on a formal agreement B. It means that it will have a certain level of security, capacity, availability and continuity C. It is what the service does (e.g., how it allows the user to accomplish their tasks) D. It means that it does everything that the user wants it to do
C. It is what the service does (e.g., how it allows the user to accomplish their tasks)
Which practice has, as its main purpose, a reduction in the recurrence of incidents? A. Service desk B. Change control C. Problem management D. Disaster recovery
C. Problem management
Identify the missing words. The purpose of the ________ practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. A. Supplier management B. Service continuity management C. Relationship management D. Service desk
C. Relationship management
To support a holistic approach to service management, ITIL defines which part of service management that is collectively critical to the effective and efficient facilitation of value for the customer and other stakeholders in the form of products and services? A. Service management practices B. Value streams C. The four dimensions of service management D. Utility and warranty
C. The four dimensions of service management
What is the purpose of the SVC deliver and support activity? A. Deliver and support activities concern only IT-supported products and services and not those provided by third-parties B. Deliver and support activities do not use the change requests format of obtain/build activities C. The purpose is to ensure that services are delivered and supported according to agree-upon specifications and stakeholders' expectations D. Deliver and support is the only area of IT activities that customers care about
C. The purpose is to ensure that services are delivered and supported according to agree-upon specifications and stakeholders' expectations
Each SVC activity contributes to the value chain by: A. Delivering value B. Working independently C. Transforming specific inputs and outputs D. Always working in the same order and the same way
C. Transforming specific inputs and outputs
Identifying and understanding the __________ an organization has is critical to improving its overall performance. A. Escalation procedures B. Partners C. Various value streams D. Risk
C. Various value streams
Describe the guiding principle "Collaborate and promote visibility."
Constantly encourage stakeholder input from planning, design and implementation. Visibility comes from broadcasting project wins and losses with laser precision on the goal, the vision of value. Visibility tends to increase urgency with stakeholders who get involved because they want to share in the value.
Describe the guiding principle "Start where you are."
Never start from scratch and build something new without considering what you have and what works. The current state should be investigated and observed directly to make sure you fully understand it.
Describe the principle "Think and work holistically."
No service, or element used to provide a service, stand alone. This is why including a wide range of stakeholders to provide different perspectives can make the end product more accepted and valuable.
Name the 4 dimensions
Organizations and people Information and technology Value steam and processes Partners and suppliers
How does each dimension influence your strategy
Organizations and process - every person needs to understand how their contribution adds value Information and technology- every business process is supported by information and technology. When these are not optimized then processes fail and businesses fail Partners and suppliers - Every business depends on services provided my other organizations to some extent Value stream and processes - Identifying and understanding the various value streams in critical to improving overall performance
Difference between product, service and service offering
Product tangible Service intangible Service offering combination of both
Value as a equation
Value = Utility (fit for purpose) + Warranty (fit for use)
What are the inputs and outputs to the SVS? A. A means of enabling value co-creation B. Value streams and processes C. A set of specialized organizational capabilities for enabling value for customers D. Opportunities/demand and value
D. Opportunities/demand and value
Supplier management works closely with which of the following practices to validate supplier performance? A. Incident management B. Problem management C. Availability management D. Service level management
D. Service level management
To which areas does the SVC plan activity apply? A. Only to the products being developed B. To both products and services C. To all four dimensions D. To all four dimensions and all products and services across the organization
D. To all four dimensions and all products and services across the organization
What is delivered when both utility and warranty are combined? A. A service B. Risks C. Performance D. Value
D. Value
Organizations should examine and map how they perform value-delivering work. What is the outcome called? A. Information and technology B. Strategic focus C. Processes D. Value streams
D. Value streams
Describe the principle "Keep it simple and practical."
If a process, service, action or metric fails to provide value or produce a useful outcome, ELIMINATE IT! In a process or procedure, use the minimum number of steps necessary to accomplish the objective.
service relationship
Cooperation between a service provider and service consumer
What is a service offering? A. A means fo enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks B. A request from a user, or a user's authorized representative, that initiates a service action agreed on as a normal part of service delivery C. Activities performed by an organization to provide services D. A description of one or more services designed to address the needs of a target consumer group (includes goods, access, and service actions)
D. A description of one or more services designed to address the needs of a target consumer group (includes goods, access, and service actions)
Who is a customer? A. A person who uses services B. A person who authorizes a budget for service consumption C. A role that is accountable for the delivery of a specific service D. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
D. A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption
Which of the following characterizes a process? A. A static, inflexible rule for doing something B. Always very detailed C. Never includes a way to improve D. A set of interrelated or interaction activities that transforms inputs into outputs
D. A set of interrelated or interaction activities that transforms inputs into outputs
Which component of the SVS is supported by continual improvement? A. Practices and guiding principles only B. The service value chain only because all the other parts are independent C. Every part except continual improvement itself D. All of the SVS, including continual improvement
D. All of the SVS, including continual improvement
Developing the specialized organizational capabilities of service management requires an understanding of: A. The nature of value B. The nature and scope of the stakeholders involved C. How value creation is enabled through services D. All of the above
D. All of the above
The ITIL definition of service provision is "Activities performed by an organization to provide services." What services are included? A. Management of the provider's resources B. Access to these resources C. Fulfillment of the agree-upon service actions D. All of the above
D. All of the above
What is the ITIL name for which improvement suggestions are stored? A. A suggestion box B. In the manager's desk drawer C. In a mobile phone app D. Continual improvement register (CIR)
D. Continual improvement register (CIR)
Which is NOT one of the three types of events? A. Informational events B. Warning events C. Exception events D. Incidents
D. Incidents
What is NOT part of service relationship management? A. It is a ITIL practice B. It includes joint activities performed by a service provider and a service consumer to ensure continual vale co-creation based on agreed-upon and available service offerings C. It has two roles, service provider and service consumer D. It only takes place between IT and business consumers
D. It only takes place between IT and business consumers
Which statement describes the ITIL service value chain? A. It can be used to guide an organization's decisions and actions and ensure a shared understanding and common approach to service management B. It ensures a holistic approach to service management C. It is a set of specialized organizational capabilities for enabling value creation for customers in the form of goods and services D. It provides an operating model for the creation, delivery and continual improvement of services
D. It provides an operating model for the creation, delivery and continual improvement of services
Which of the following is NOT true about the focus on value for the service consumer? A. Is defined by consumer needs B. Is achieved through the support of intended outcomes and optimization of the service consumer's costs and risks C. Changes over time and in different circumstances D. Only delivers what they can pay for
D. Only delivers what they can pay for
What is the technical management practice on the exam?
Deployment management
Describe the principle "Optimize and automate."
Eliminate anything that is truly wasteful and then use technology to achieve whatever it is capable of. Human intervention should only happen where it really contributes value.
What does ITIL stand for?
Information Technology Infrastructure Library
What's the meaning of ITG?
Information technology governance
What does SVS stand for?
Service Value System
What's the meaning of SVC?
Service value chain
Value
The perceived benefits, usefulness, and importance of something and we co-create it by collaborating with providers, consumers and other organizations.
What is the purpose of SVS?
The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services
Describe the guiding principle "Focus on value."
The purpose of the SVS is to ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services.
Outcome
The results from the perspective of a stakeholder.
Why does ITIL define 4 dimensions?
To ensure a holistic approach to service management. The 4 dimensions provide an appropriate amount of focus for an organization to ensure their SVS remains balance and effective
