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?

    <p>Creating value for organizations and their customers</p> Signup and view all the answers

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

    <p>Cloud computing, infrastructure as a service, machine learning, and blockchain</p> Signup and view all the answers

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

    <p>Exploiting opportunities for value creation</p> Signup and view all the answers

    What is the main goal of these transformational programs?

    <p>To remain relevant and successful</p> Signup and view all the answers

    What is the balance that organizations must strike?

    <p>Between stability and operational agility</p> Signup and view all the answers

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

    <p>The significant and ongoing change in the business environment</p> Signup and view all the answers

    What is the true nature of these transformational programs?

    <p>An evolution in the way organizations work</p> Signup and view all the answers

    What is the primary focus of the ITIL 4 framework?

    <p>Customer experience and digital transformation</p> Signup and view all the answers

    What is the purpose of the ITIL service value chain?

    <p>To create, deliver, and continually improve services</p> Signup and view all the answers

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

    <p>ITIL service value chain, ITIL practices, and ITIL guiding principles</p> Signup and view all the answers

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

    <p>It is flexible and adaptable to multiple approaches</p> Signup and view all the answers

    What is the purpose of the ITIL guiding principles?

    <p>To guide an organization's decisions and actions</p> Signup and view all the answers

    What is the primary goal of the ITIL 4 framework?

    <p>To maximize opportunities from new technologies and new ways of working</p> Signup and view all the answers

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

    <p>Organizations and people, information and technology, partners and suppliers, and value streams and processes</p> Signup and view all the answers

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

    <p>To enable organizations to continually align their operations with the strategic direction</p> Signup and view all the answers

    What is the main benefit of the ITIL practices?

    <p>They support multiple service value chain activities</p> Signup and view all the answers

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

    <p>To maintain an organization's resilience and agility in a constantly changing environment</p> Signup and view all the answers

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