17 Questions
What is the primary means of enabling customer value for many services?
Information management
Which of the following information criteria is NOT mentioned in the text?
Clarity
Which of these technologies is NOT mentioned as supporting IT services?
Blockchain
What is the primary purpose of promoting a focus on value creation in an organization?
To break down organizational silos
When evaluating a new technology, which of the following is NOT a key consideration mentioned in the text?
Scalability of the solution
Which of the following is NOT listed as a technology supporting service management?
Enterprise resource planning (ERP) systems
What is the primary purpose of the Supplier Management practice according to the text?
To ensure the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products, services and components.
Which of the following activities is NOT mentioned as being central to the Supplier Management practice?
Capturing demand for incident resolution and service requests.
Which of the following is NOT listed as a skill or competency for Service Level Management?
Project management.
Which of the following is a key activity of the Service Desk practice?
Capturing demand for incident resolution and service requests.
Which of the following is NOT listed as a key business-related measure for Service Level Management?
Initial listening.
What is the primary purpose of the Service Desk practice according to the text?
To capture demand for incident resolution and service requests.
What is the main purpose of the relationship management practice?
Establishing and nurturing links between the organization and its stakeholders
Which practice aims to ensure that the suppliers' performance supports the provision of quality products and services?
Supplier management
What is the main function of the service desk practice?
Capturing demand for incident resolution and service requests
What is the purpose of the service request management practice?
Handling user-initiated service requests effectively
Which practice involves documenting agreements between a service provider and a customer regarding services and expected levels of service?
Service level management
Study Notes
Information and Technology
- ITIL is a registered trade mark of AXELOS Limited
- Technologies supporting IT services include:
- Workflow management
- Communications systems
- Inventory systems
- Mobile platforms
- Cloud solutions
- Knowledge bases
- Analytical tools
- Remote collaboration
- Artificial intelligence
- Machine learning
- IT architecture includes:
- Databases
- Blockchain
- Cognitive computing
- Applications
- Communications systems
- Artificial intelligence
- Cloud computing
- Mobile applications
Information Management
- Information management enables customer value
- Information criteria include:
- Availability
- Reliability
- Accessibility
- Timeliness
- Accuracy
- Relevance
- Challenges of information management include:
- Security
- Regulatory compliance requirements
Service Management
- Service Level Management involves:
- Customer engagement
- Skills and competencies
- Relationship management
- Business analysis
- Supplier management
- Business liaison
- Initial listening
- Discovery and information capture
- Measurement and ongoing process discussions
- Asking simple open-ended questions
- Customer feedback
- Surveys
- Key business-related measures
Supplier Management
- The purpose of supplier management is to ensure suppliers and their performance are managed appropriately
- Activities include:
- Creating a single point of visibility and control
- Maintaining a supplier strategy, policy, and contract management information
- Negotiating and agreeing contracts and arrangements
- Managing relationships and contracts with internal and external suppliers
- Managing supplier performance
Service Desk and Request Management
- The purpose of the service desk is to capture demand for incident resolution and service requests
- The purpose of the service request management practice is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user-friendly manner
- A service request is a request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery
Test your knowledge on how promoting a focus on value creation can help break down organizational silos within a company. Explore concepts related to information and technology, IT services, service management, and more.
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