Question Marks: | 1. envy the missing word in the following sentence A service isa means of enabling value co-reation by flitting [7] that customers want fo achieve, witout the customer having to manage specifi costs and iss © ilty © waranty (© ateomes © ontputs iat Question 2 In service relationships, what is a benefit of identifying consumer roles? CO Itenables effective stakeholder management O It provides shared service expectations © Itremoves constraints from the customer © Itenables a common definition of value Hint It enables effective stakeholder managementQuestion 3 ‘Which statement about outcomes is CORRECT? © Outcomes rely on outputs to deliver results for a stakeholder O Outcomes use activities to produce tangible or intangible deliverables © Outcomes give service consumers assurance of products or services © Outcomes help a service consumer to assess the cost of a specific activity Hint Outcomes rely on outputs to deliver results for a stakeholder Question 4 ‘What isa set of specialized organizational capabilities for enabling value fr customers in the form of services? © Serve ofering © Service provision (© Service management © Service consumption int Service managementQuestion 5 ‘What can be used to determine ‘a service is'it for purpose"? Availability Warranty Outcome: OMORIORIO) Utility Hint Utility Question 6 What is the value of a service? (The benefits, usefulness, or importance of the service, as perceived by the stakeholders ©. The amount of money that is created or saved forthe service consumers by using the service © Atangible or intangible deliverable of the service © A result fora stakeholder enabled by the outputs of the service Hint ‘The benefits, usefulness, or importance of the service, as perceived by the stakeholdersQuestion 7 What is the definition of warranty? O Armeans of identifying events that could cause harm or loss O Ameans of determining whether a service is fit for purpose © Anmeans of identifying a result for a stakeholder CO Armeans of determining whether a service is fit for use Hint A means of determining whether a service is fit for use ‘Question 8 ‘What ensures that service providers and service consumers continue to create value together? Service consumption Service offerings Service level management 0000 Service relationship management Hint Service relationship managementQuestion 9 What isa user? © The role that directs and controls an organization © Therole that uses services © The role that authorizes budget for service consumption © The role that defines the requirements for a service Hint ‘The role that uses services Question 10 Which facilitates outcomes that customers want to achieve? Service Warranty Organization oer epee TT asset Hint ServiceQuestion 11 Which costs are included in the value proposition of a service? © Additional expense that the service consumer has because they are using the service (© Money thatthe service consumer no longer noeds to spend because they are using the service (O Tangible or intangible results for the service consumer because they are using the service © The benefits, usefulness, and importance of the service that are perceived by the service consumer Hint ‘Money that the service consumer no longer needs to spend because they are using the service Question 12 ‘What varies in size and complexity, and uses fictions to achieve its objectives? Arisk An organization A practice 0000 An outcome Hilt An organizationQuestion 13 What is the customer of a service responsible for? Defining the requirements for the service ‘Authorizing the budget forthe service Using the service O02 © 0° Provisioning the service Hint Defining the requirements for the service Question 14 ‘Which of the following statements about ‘outcomes’ is TRUE? ©. The delivery of products to a stakeholder is enabled by outcomes (© The level of expenses regarding a technology for a serviee is defined by an outcome (© Anoutcome depends on at least one output to deliver a result © Outcomes provide assurance to stakeholders regarding the performance of a service Hint ‘An outcome depends on at east one output to deliver a resultQuestion 15 Which statement about outputs is CORRECT? O They consist of several outcomes O They capture customer demand for services © They contribute to the achievement of outcomes ©. They describe how the service performs Hint ‘They contribute to the achievement of outcomes Question 16 How can service consumers contribute to risk mitigation? © Through the provision of services according to predefined needs © By ensuring that the service provider has configured correctly its resources © By being fally aware of their own requirements for the service © By controlling the specific level of risk on the service provider's behalf Hint By being fully aware of their own requirements for the serviceQuestion 17 Asservce offering may include goods, aecess to resources, and service actions. Which isan example ofa service action? ©. Armobile phone enables a user to work remotely (O Apasswor allows a user connect toa Wi-Fi network (© Alicense allows a user fo installa sofware product (O. Aservice desk agent provides support toa user Hint A service desk agent provides suppor to a user Question 18, Which of the following terms is more suitable to describe the functionality ofa service? © Ouipat © Ovicome © Uiliy © Warranty Hint UtilityQuestion 19 ‘What term is used to describe whether a service will meet availability, capacity and security requirements? © Outcomes © Value © witty © Warranty Hint Warranty Question 1 ‘A good way to apply the ITIL guiding principle focus on valu’ i to: (O- Understand why services are used by service consumers O. Understand the whole, but do something O Beaware of system complexity O Do ess tasks but in a better way with higher quality Hint Understand why services are used by service consumersQuestion 2 Which statement about the ‘optimize and automate’ guiding principle is CORRECT? ©. Activities should be automated before they are optimized © Automation is best applied to non-standard tasks © Technology eliminates the need for human intervention (© Automation frees human resources for more complex activities Hint Automation frees human resources for more complex activities, Question 3 ‘Which guiding principle considers customer and user experience? © Collaborate and promote visibility © Focus on value © Start where you are © Keep it simple and practical Hint Focus on valueQuestion § Marks An organization asks a stakeholder to review planned change, Which guiding principle does this demonstrate? (© Callaborte and promote visibility (© Start where you are (© Focus on value (© Keep itsimple and practical int Collaborate and promote visibility Question 5 y ‘Which statement about the use of measurement in the start where you are! guiding principle is CORRECT? Itshould always be used to support direct observation It should always be used instead of direct observation Measured datais always more accurate than direct observation 0000 Hint I should always be used to support direct observationQuestion 6 Which guiding principle discourages 'silo activity"? © Focus on value O Start where you are O Collaborate and promote visibility O Keep it simple and practical Hint Collaborate and promote visibility Question 7 Which is part of the 'focus on value’ guiding principle? Understanding what services help the service consumer Reducing the number of steps in the customer experience Assessing services to identify parts that can be reused. CR eee Identifying activities that can be achieved in smaller iterations Hint Understanding what services help the service consumerQuestion 8 Mak ‘Which isa recommendation ofthe guiding principe ‘hink and work hoisieally"? © Conducta review of existing service management practices and decide what to keep and what to discant Review how an improvement initiative ean be organized into smaller, manageable sections that can be completed ina timel cout i re ne t (© Review service management practices and remove any unnecessary complexity (© Use the four dimensions of service management to ensure coordination of all aspects ofan improvement initiative Hint Use the four dimensions of service management to ensure coordination ofall aspets of an improvement initiative Question 9 ‘What are the KEY stakeholder groups that service providers should cooperate with? O Suppliers © Customers © Relationship Managers O Developers Hint Customers‘Which TWO statements about the guiding principles are CORRECT? 1, The guiding principles support continual improvement 2. Each guiding principle applies to a selection of the available stakeholder groups 3. Organizations should decide which one of the guiding principles is relevant to them 4, Organizations should consider how the guiding principles interact with each other © tana 2 © 2and3 © Sand4 © land 4 Hint Land 4 (Question 11 , ‘When working on an improvement iteration, which concept belps to ensure that the iteration activities remain appropriate in changing circumstances? (O. Minimum viable product (© Feedback loop (© Analysis paralysis © Direct observation Hint Feedhack loop‘Question 12 ‘Which benefit is MOST aligned with the guiding principle ‘progress iteratively with feedback”? (© Service providers are able to respond more quickly to customer needs © Bottlenecks in the service provider's workflow are identified © The complexities of the service provider's IT systems are identified (O The service provider gains a better understanding of the customer experience Hint Service providers are able to respond more quickly to customer needs Question 13 Maks: | [dentfythe missing word inthe following Sentence An organization which is undertaking an improvement inative should 2] the existing methods and services when building forthe Fare (© Consider (© Ree © Discard © Improve int ReseQuestion 14 Which activty is NOT recommended by the start where you are’ guiding principe? (©. Imvolving people who are not familiar with a service when observing and assessing its activities (© Applying rsk management when considering to introduce new processes (© Using source data to avoid any unintentional data distortion found in reports (© Discarding existing processes before assessing thet wefulness Hint Discarding existing processes before assessing their usefulness Question 15 What are guiding principles? O Aset of nterconnected activities that help an organization deliver a valuable service ©. A description of one or more services that help address the needs ofa target consumer group © Aset of specialized organizational capabilites for enabling value for customers (©. Recommendations that help an organization when adopting a service management approach Hint Recommendations that help an organization when adopting a service management approach Question 16 Marks: ‘Which guiding principle helps an organization to understand the impact ofan altered clement on other elements in a sytem? (© Focus on value (© Start where you are (© Think and work hoistcaly (© Keep itsimple and practical int Think and work holisticallyQuestion 17 Which guiding principle considers which pars ofan existing process shold be kept by ident creation? © Progress iteratively with fodbacke © Collaborate and promote visibility (© Think and work holisially (© Keep t simple and practical Hine Keep it simple and practical Question 18 ‘Agood way to apply the ITIL guiding principle keep it simple and practical isto © Communicate so that the audience will hear © Communicate so that the audience will hear (© Adopt a practice which is easy to follow © Adopt a practice which is easy to follow Hint Adopt a practice which is easy to follow Marks: 1 ng how they contbute fo valueQuestion ‘Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances? ° Continual improvement ° Service value chain ° Practices (©. Guiding principles int Guiding principles Question 20 Which ITIL concept helps an organization to make good decisions? Four dimensions of service management Guiding principles Service value chain oo 0 0 Practices Hint Guiding principlesQuestion 21 Which principle concentrates on service consumers? O Start where you are O Optimize and automate O Keep it simple © Focus on value Hint Focus on value ‘Question 22 ‘Which guiding principle says that it is not usually necessary to build something new? © Focus on value (CO Start where you are O Progress iteratively with feedback Think and work holistically Hint Statt where you areQuestion 23 ‘Which of the following guiding principles proposes the elimination of unnecessary work? (© Keep it simple and practical © Think and work holistically © Start where you are O. Progress iteratively with feedback Hint Keep it simple and practical Question 24 Which is recommended as part ofthe progress iteratively with feedback’ guiding principle? (© Prohibit changes to plans afer they have been finalized ‘nai the whole stuation a deta before taking any ation (O Reduce the number of steps that produce tangible results (© Organize work into small manageable units Hint Organize work into small manageable unitsQuestion 1 ‘Which dimension is MOST concemed with skills, competencies, roles and responsibilities? (© Organizations and people ©. Information and technology (© Partners and suppliers (O Value streams and processes Hint Organizations and people Question 2 What should be considered as part of the ‘partners and suppliers limension? (© The level of integration and formality involved in the relationships between organizations © The actives, workflows contol and procedures needed to achieve the apreed objectives (© The information created, managed and used in the course of service provision and consumption © The required skills and competencies of teams and individual members ofthe organization Hint ‘The level of integration and formality involved in the relationships between organizationsQuestion 3 Which dimension considers data security and privacy? © Organizations and people © Information and technology © Partners and suppliers © Value streams and processes Hint Information and technology Question 4 Which of the four dimensions focuses on roles, responsibilities, and systems of authority? (© Organizations and people O Information and technology Partners and suppliers © Valve streams and processes Hint Organizations and peopleQuestion 5 Mart Which dimension considers the application of antfcial intelligence to service management? © Organizations and people (© Information snd technology (© Partners and supplies (© Value streams and processes Hint Information and technology Question 6 Which of the four dimensions contributes MOST to defining activities needed to deliver services? © Organizations and people © information and technology © Partners and suppliers, (© Value streams and processes Hint Value streams and processes Question 7 ‘Which ofthe four dimensions includes the knowledge bases needed to deliver and manage services? ©. Organizations and people (© Information and technology (© Partners and suppliers (© Value streams and processes Hint Information and technologyQuestion 8 Which is described by the organizations and people dimension of service management? O Workflows and controls © Communication and collaboration O Inputs and outputs © Contracts and agreements. Hint Communication and collaboration Question 9 Marks: ‘When considering the type of relationship required with otber organizations involved in the design and delivery of sevice, which dimension of service management are you vilizing? (© onginistion and people (© Information and technology (© Partners and suppliers © Vale streams and processes in, Partners and soppliersQuestion 10 Marks: Which dimension focuses on relationships with other organizations tht are involved inthe desga, developmeat, deployment and Aelivery of services? © Organizations and people (© Information and technology (© Partners and supplies (© Value streams and processes Hin, Partners and suppliers ‘Question 11 Which TWO are considered part of the organizations and people’ dimension of service management? 1, Systems of authority 2. Culture 3, Relationships between organizations A. Motowe © Nand? © tas © 3a © Nanda Hint Land 2‘Question 1 Which statement about value creating activities is CORRECT? (© Fach vue steam should be designed with aspect combination of service value chain activitos (© Service valve chain atvies have pre-detemmined dependencies on IT practices (© A value stream is an operating model for creating value through products and services ©. Oreanzatons should ensure that each value stream is applicable to many scenarios int ach value stream shouldbe designed with a specific combination of service value chain activities Question 2 Which statement about a service value stream is CORRECT? It uses inputs and outputs prescribed by ITIL tis a service value chain acti ity It integrates practices for a specific scenario HEH tH It provides an operating model for service providers Hint It integrates practices for a specific scenarioQuestion 3 Which statement about the service value chain is CORRECT? O. The service valve chain converts valve into demand (©. Fach value chain activity uses diffrent combinations of practices to convert inputs into outputs (©. Each value chain activity identities a requirement for resources from an extemal supplier (©. The service valve chain uses value streams to describe a combination of consumers and providers Hine Each value chain activity uses different combinations of practices to convert inputs into outputs Question Matis: ‘Wen comstering the pe of ltinsip requir wih oer orpnizations involved i the eg an diner ofservices, which dimension of sevice Imasagemont are young? © onsite sod rete © Infomation and testnoogy (© Paine ae spins © Vans seas and procees i esa supplies Question s ‘Which component is focused on the activities needed by an organization to help it co-create value? (©. Service value chain © continual improvement OC Guiding principles O Practices Hint Service value chainQuestion 6 ‘What includes governance as a component? O Practices © The service value chain © The service value system O The guiding principles Hint The service value system ‘Question 7 ‘What describes how components and aetivites work together to facilitate vale esation? ©. THEITIL service value system (© The ITIL guiding principles (© The four dimensions of service management © Aservice relationship Hint The ITIL service value systemQuestions Which inches govemance, management practices, and contin improvement? (© Theservice value system © The'deiverand support vale cain activity © The focus on value’ guiding principle (The value stream and processes’ dimension Hint “The service value system veston 9 Mat ‘Which value cain activity ensures shared understanding of the urea! tus and equiedirction forall prot and services? ° © improve © Design an rasion © Deliver and suppor ieQuestion 10 Which is described by the organizations and people dimension of service management? O Workflows and controls (© Communication and collaboration Inputs and outputs © Contracts and agreements Hint Communication and collaboration Question 11 Which is NOT a component of the service value system? O The service value chain © Opportunity and demand © Continual improvement O Governance Hint ‘Opportunity and demandQuestion 12 Which is provided by the 'engage' value chain activity? © Ensuring that stakeholder expectations for quality are met © Ensuring that stakeholder needs are understood by the organization © Ensuring that service components are available when needed Ensuring that services are operated to meet agreed specifications Hint Ensuring that stakeholder needs are understood by the organization Question 13 Which of the four dimensions focuses on roles, responsibilities, and systems of authority? (© Organizations and people (© Information and technology (© Partners and suppliers (© Value streams and processes Hint Organizations and peopleQuestion 14 Which is an input to the service value system? The system of directing and controlling an organization, Recommendations to help an organization in all aspects of its work A model to help meet stakeholders’ expectations oO 0 0 0 A need from consumers for new or changed services Hint A need from consumers for new or changed services Question 15 ‘What is used to link activities within the service value chain? © Service level agreements © Inputs, outputs and triggers © Opportunity, demand and value © Service desk Hint Opportunity, demand and valueQuestion 16 Which desribes the plan valu chain activity? (© ensures a shared understanding of the cute stats and vision forall products and services across he organization (© Irensures hat services are delivered and supported acon to agreed specification and stakeholders expectations (© Ireasures that service component re avilable when and where they are needed and meet agreed specifications (© Irensres continual improvement of products, services, and practices serosal vale cain acivitis int ensures shared understanding of the curent stats and vision forall procs and services across the onganization Question 17 Which BEST describes the purpose ofthe improve’ value chain activity? (© To organize a major improvement initiative into several smaller initiatives © Tomake new and improved services and features availabe for use © Toensurea shared understanding ofthe vision and improvement direction for all products and services (© Tocontinually improve all products and services across all value chain activities Hint ‘To continually improve all products and services across all value chain activitiesQuestion 18, ‘Which can act as an operating model for an organization? ‘The four dimensions of service management ‘The service value chain ‘The ITH. guiding principles © 0 ©. 0 Continual improvement Hint ‘The service value chain Question 19 Which ofthe four dimensions contributes MOST to defining activities needed to deliver services? (© Organisations and poople (© information and technology (© Parnes and suppliers (© iv steams and processes int ‘Valu streams and processes