Which guiding principle emphasizes that everything the Organisation does must map directly or indirectly to value for the stakeholders?

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• Which guiding principle brings in the perspective most directly no part of a service or organization stands alone?
• Which guiding principle includes establishing an understanding of how all the parts of an organization work together in an integrated way?
• Which guiding principle brings in the perspective most directly?
• Which guiding principle covers considering what is already available to be leveraged before building something new?

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represents options or possibilities to add value for stakeholders or otherwise improve the organization? a. Opportunity b. Demand c. Customer d. Service 20. What is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure? a. Guiding Service b. Guiding principle c. Service principle d. Manage principle 21. What should you do if a process, service, action or metric fails to provide value or produce a useful outcome? a. Fix it b. Eliminate it c. Redo it d. Improve it 22. What method when applied to software development, focus on the delivery of incremental changes to software products while responding to the changing (or evolving) needs of users? a. Waterfall method b. Change method c. Incremental method d. Agile method 23. What is usually detailed in a process? a. Services b. Events c. Procedures d. Actions 24. What method emphasizes close collaboration between the roles of software development and technical operations? a. Agile Method b. Change Method c. DevOps Method d. Waterfall method 25. What is the service value chain activity is done to ensure that products and services continually meet stakeholder expectations for quality, costs, and time to market? a. Engage b. Design c. Plan d. Design and transition 26. The ITIL continual improvement model has ______ steps? a. 4 b. 5 c. 6 d. 7 27. What can be defined as a series of steps an organization undertakes to create and deliver products and services to consumers? a. Value maps b. Process maps c. Process stream d. Value stream 28. What event do not require action at the time they are identified? a. Informational b. Logging c. Status d. Error 29. What is a cause, or potential cause, of one or more incidents? a. Event b. Problem c. Know Error d. Error 30. What is a problem that has been analyzed but has not been resolved? a. Unresolved issue b. Known error c. User error d. Unresolved incidents 31. What is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available? a. Risk reduction b. Workaround c. Temporary solution d. Provisional solution 32. What should be defined by the organization for each of their products and services? a. Value maps b. Process maps c. Process stream d. Value stream 33. What is a version of a service or other configuration item, or a collection of configuration items, that is made available for use? a. Event b. Update c. Fix d. Release 34. Which practice is done to make new and changed services and features available for use? a. Problem management b. Release management c. Update management d. Service update management 35. What in the service value chain is done to provide a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders? a. Improve b. Engage c. Design d. Deliver and support 36. What is any component that needs to be managed in order to deliver an IT service? a. Configuration component b. Configuration item c. Configuration system d. Technology Configuration 37. Which ITIL guiding principle recommends using existing services and processes and tools while improving services? a. Progress iteratively with feedback b. Keep it simple and practical c. Start where you are d. Optimize and automate 38. Which practice ensures that risks have been properly assessed? a. Service configuration management b. Continual Improvement c. Incident management d. Change enablement 39. What represents the need or desire for products and services from internal and external customers? a. Opportunity b. Demand c. Customer d. Service 40. What includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits? a. Error Control b. User Control c. Problem control d. Fix Management Answers 1. B. 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. 2. A. The information and technology that support service management include, but are not limited to, workflow management systems, knowledge bases, inventory systems, communication systems, and analytical tools. 3. C. The challenges of information management, such as those presented by security and regulatory compliance requirements are a focus of information and technology. 4. B. Does this technology introduce new risks or constraints to the organization (for example, locking it into a specific vendor)? 5. B. The culture of an organization may have a significant impact on the technologies it chooses to use. 6. A. Cloud computing is a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management 7. C. The partners and suppliers dimension encompasses an organization’s relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/ or continual improvement of services. 8. C. Some factors that influences an organization strategy when using suppliers includes strategic focus, corporate culture, resource scarcity, cost concerns, subject matter expertise, external constraints, and demand patterns. 9. B. The value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. 10. A. The dimension focuses on what activities the organization undertakes and how they are organized, as well as how the organization ensures that it is enabling value creation for all stakeholders efficiently and effectively. 11. C. What is the vision, where are we now, where do we want to be, how do get there, take action, did we get there, and how do we keep the momentum going are the steps in the itil continual improvement model. 12. B. A process is a set of activities that transform inputs to outputs 13. C. Everything that the organization does needs to map, directly or indirectly, to value for the stakeholders. 14. D. Pestle is an acronym for the political, economic, social, technological, legal, and environmental 15. A. The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation. 16. D. The SVS includes guiding principles, governance, service value chain, practices and continual improvement. 17. A. One of the biggest challenges an organization can face when trying to work effectively and efficiently with a shared vision, or to become more agile and resilient, is the presence of organizational silos. 18. C. The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors. 19. A. Opportunity represents options or possibilities to add value for stakeholders or otherwise improve the organization. 20. B. A guiding principle is a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure. 21. B. If a process, service, action or metric fails to provide value or produce a useful outcome, eliminate it. 22. D. Agile methods, when applied to software development, focus on the delivery of incremental changes to software products while responding to the changing (or evolving) needs of users. 23. C. Processes are usually detailed in procedures, which outline who is involved in the process, and work instructions. 24. C. DevOps methods build on agile software development and service management techniques by emphasizing close collaboration between the roles of software development and technical

Which guiding principle brings in the perspective most directly no part of a service or organization stands alone?

Which guiding principle includes establishing an understanding of how all the parts of an organization work together in an integrated way?

Which guiding principle brings in the perspective most directly?

Which guiding principle covers considering what is already available to be leveraged before building something new?