ITIL Value Generation Through IT Services
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Questions and Answers

What is the core principle of the ITIL approach for continuous service quality improvement?

  • Continuous service adaptation
  • Service transition management
  • IT service strategic planning
  • Plan-Do-Check-Act quality cycle (correct)

    • In ITIL terminology, what does the 'Service operation' component focus on?

  • Implementing service design changes
  • Analyzing customer requirements
  • Developing service strategy
  • Managing service performance and ensuring delivery (correct)

    • What is the primary purpose of ITIL's emphasis on continuous service improvement?

  • Optimizing IT infrastructure costs
  • Ensuring IT services align with business objectives (correct)
  • Expanding IT service offerings
  • Enhancing IT staff skills

    • Which factor plays a significant role in enabling organizations to deliver IT services effectively according to ITIL?

    <p>Adapting established service delivery frameworks (D)</p> Signup and view all the answers

    What is a key requirement for maintaining stability and reliability in IT services according to ITIL?

    <p>Continuous service improvement (A)</p> Signup and view all the answers

    How does ITIL contribute to saving time and preventing mistakes for organizations in delivering IT services?

    <p>By providing adaptable service delivery frameworks (C)</p> Signup and view all the answers

    What are the three components of IT service value?

    <p>Perceptions, preferences, business outcomes (B)</p> Signup and view all the answers

    What is the unique life cycle of IT services described in the text?

    <p>Business trigger, service demand, continual improvement (A)</p> Signup and view all the answers

    Which is the correct sequence of events in the IT service life cycle according to the text?

    <p>Design, validation, production, continual improvement (B)</p> Signup and view all the answers

    What is the main focus for creating IT service value according to the text?

    <p>Influencing customer perceptions and preferences (B)</p> Signup and view all the answers

    How should IT services be treated according to the text?

    <p>As a critical part of an organization’s business support infrastructure (B)</p> Signup and view all the answers

    What is an essential concept related to service level agreements (SLAs) mentioned in the text?

    <p>Quality of service and availability (D)</p> Signup and view all the answers

    What organization currently manages the ITIL framework?

    <p>Capita and the British government (A)</p> Signup and view all the answers

    Which version of ITIL is closely aligned with the ISO/IEC 20000 series?

    <p>ITIL V3 2011 (A)</p> Signup and view all the answers

    What is the main approach introduced in ITIL V4 for ITSM?

    <p>Service Value System (SVS) approach (D)</p> Signup and view all the answers

    What was the original objective of developing ITIL by the CCTA in the 1980s?

    <p>Ensuring better use of IT services and resources (C)</p> Signup and view all the answers

    In ITIL, what does SVC stand for?

    <p>Service Value Chain (C)</p> Signup and view all the answers

    What is the primary focus of ITIL V4 in terms of value generation?

    <p>A more value-centered approach to the ITIL life cycle (A)</p> Signup and view all the answers

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