Assurance that a product or service will meet agreed requirements

Which statement about outcomes is CORRECT?

An outcome can be enabled by more than one output

What are the ITIL guiding principles used for?

To help an organization make good decisions

Which describes the utility of a service?

A service that supports the performance of the consumer

Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

Each iteration should be continually re-evaluated based on feedback

Which statement about the use of measurement in the Start Where You Are guiding principle is CORRECT?

It should always be used to support direct observation

Which guiding principle helps to ensure that better information is available for decision making?

Collaborate and promote visibility

What is a recommendation of the focus on value guiding principle?

Focus on value at every step of the improvement

Which is part of service provision?

The management of resources configured to deliver the service

Which describes the nature of the guiding principles?

Guiding principles can guide an organization in all circumstances

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ITIL4 ITSM & GP

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Questions 22

Answers

1
Which guiding principle recommends that the four dimensions of service management are considered?
Focus on value
Think and work holistically
Keep it simple and practical
Pogress iteratively with feedback
2
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A configuration item (CI)
An IT asset
A user
A customer
3
Which guiding principle recommends standardizing and streamlining manual tasks?
Think and work holistically
Optimize and automate
Focus on value
Collaborate and promote visibility
4
What is warranty?
The functionality offered by a product or service to meet a particular need
The amount of money spent on a specific activity or resource
Assurance that a product or service will meet agreed requirements
The perceived benefits, usefulness and importance of something
5
_ is a means of enabling value co-creation through outcomes that customers want, w/o them having to manage costs & risks
An IT asset
Continual improvement
A service
Service management
6
Which guiding principle recommends using existing services, processes and tools when improving services?
Start where you are
Keep it simple and practical
Progress iteratively with feedback
Focus on value
7
Which statement about outcomes is CORRECT?
An output can be enabled by one or more outcomes
An outcome can be enabled by more than one output
Outcomes are how the service performs
An outcome is a tangible or intangible activity
8
What are the ITIL guiding principles used for?
To ensure that an org's performance meets stakeholders expectations
To help an organization make good decisions
To direct and control an organization
2 identify activities that an org must perform to deliver valuable services
9
Which describes the utility of a service?
A service that meets its service level targets
A service that increases constraints on the consumer
A service that supports the performance of the consumer
A service that is fit for use
10
Which guiding principle recommends collecting data before deciding what can be re-used?
Keep it simple and practical
Start where you are
Progress iteratively with feedback
Focus on value
11
Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?
Feedback should only be taken into account when one iteration fails
Feedback should be reduced for large improvements
Each iteration should be continually re-evaluated based on feedback
Design iterations b4 starting initiatives & implement without feedback
12
Which statement about the use of measurement in the Start Where You Are guiding principle is CORRECT?
Measured data is always more accurate than direct observation
It should always be used to support direct observation
The act of measuring always positively impacts results
It should always be used instead of direct observation
13
A user is a/n _ that uses services.
role
team
supplier
organization
14
What can a service remove from the consumer and impose on the consumer?
outcome
utility
asset
cost
15
Which guiding principle helps to ensure that better information is available for decision making?
Optimize and automate
Think and work holistically
Focus on value
Collaborate and promote visibility
16
_ guiding principle considers the importance of customer loyalty?
Focus on value
Start where you are
Optimize and automate
Progress iteratively with feedback
17
Which guiding principle recommends eliminating activities that do not contribute to the creation of value?
Optimize and automate
Start where you are
Keep it simple and practical
Collaborate and promote visibility
18
Which gives a user access to a system?
Service provision
Service agreement
Service requirement
Service consumption
19
What do customer perceptions and business outcomes help to define?
Service metrics
The value of a service
Key performance indicators (KPIs)
The total cost of a service
20
What is a recommendation of the focus on value guiding principle?
Focus on value at every step of the improvement
Focus on the value of new and significant projects first
Make focus on value a responsibility of the management
Focus on value for the service provider first
21
Which is part of service provision?
The grouping of one or more services based on one or more products
The management of resources configured to deliver the service
The management of resources needed to consume the service
The joint activities performed to ensure continual value co-creation
22
Which describes the nature of the guiding principles?
Each guiding principle mandates specific actions and decisions
An organization will select & adopt only 1 of the 7 guiding principles
Guiding principles describe the processes that all organizations must adopt
Guiding principles can guide an organization in all circumstances

ITIL4 ITSM & GP Flashcards | StudBud