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IT Service Management Chapter 1

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Questions and Answers

What is the largest and most dynamic component of both developed and developing economies?

Services (correct)
Finance
Agriculture
Manufacturing

Why are services the main way organizations create value?

Because they are the largest component of the economy
Because they are the most dynamic
Because they are IT-enabled
Because they create value for themselves and their customers (correct)

What is driving the need for IT service management capability?

The rise of digital transformations
The decline of manufacturing
The increasing importance of technology (correct)
The decreasing importance of services

What is a key benefit of creating and improving IT service management capability?

Creating value for organizations and their customers (A) Signup and view all the answers

What are some examples of technological developments that have opened up new opportunities for value creation?

Cloud computing, infrastructure as a service, machine learning, and blockchain (A) Signup and view all the answers

What is the focus of major transformational programs in many organizations?

Exploiting opportunities for value creation (B) Signup and view all the answers

What is the main goal of these transformational programs?

To remain relevant and successful (D) Signup and view all the answers

What is the balance that organizations must strike?

Between stability and operational agility (D) Signup and view all the answers

What is the primary driver of the need for operational agility and increased velocity?

The significant and ongoing change in the business environment (C) Signup and view all the answers

What is the true nature of these transformational programs?

An evolution in the way organizations work (D) Signup and view all the answers

What is the primary focus of the ITIL 4 framework?

Customer experience and digital transformation (A) Signup and view all the answers

What is the purpose of the ITIL service value chain?

To create, deliver, and continually improve services (C) Signup and view all the answers

What are the core components of the ITIL Service Value System (SVS)?

ITIL service value chain, ITIL practices, and ITIL guiding principles (D) Signup and view all the answers

What is the main benefit of the ITIL service value chain?

It is flexible and adaptable to multiple approaches (D) Signup and view all the answers

What is the purpose of the ITIL guiding principles?

To guide an organization's decisions and actions (B) Signup and view all the answers

What is the primary goal of the ITIL 4 framework?

To maximize opportunities from new technologies and new ways of working (C) Signup and view all the answers

What are the four dimensions of service management outlined in ITIL 4?

Organizations and people, information and technology, partners and suppliers, and value streams and processes (C) Signup and view all the answers

What is the role of governance in the ITIL Service Value System (SVS)?

To enable organizations to continually align their operations with the strategic direction (A) Signup and view all the answers

What is the main benefit of the ITIL practices?

They support multiple service value chain activities (A) Signup and view all the answers

What is the purpose of continual improvement in the ITIL Service Value System (SVS)?

To maintain an organization's resilience and agility in a constantly changing environment (B) Signup and view all the answers

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