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Question 1 of 10 · Key concepts of service management
What is a service offering?
A service offering describes services, and can include goods, access to resources and service actions.
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 components and activities work together as a system to enable value.
Question 5 of 10 · The service value chain and its activities
What is a value stream?
A value stream is a series of steps combining value chain activities to deliver value.
Question 6 of 10 · Purpose and key terms of 15 ITIL practices
What is the purpose of the problem management practice?
Problem management reduces incidents by finding causes and managing known errors.
Question 7 of 10 · Seven ITIL practices in detail
What is the goal of incident management?
Incident management restores service quickly; problem management addresses causes.
Question 8 of 10 · Key concepts of service management
How does ITIL 4 define a service?
A service enables value co-creation by facilitating outcomes the customer wants, without the customer managing specific costs and risks.
Question 9 of 10 · The ITIL guiding principles
What does 'progress iteratively with feedback' involve?
Iterations with feedback keep work relevant and manageable.
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