Mastering Service Management

Choose a study mode

Play Quiz
Study Flashcards
Spaced Repetition
Chat to Lesson

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

Which organization is the official publisher of ITIL 4 Foundation?

  • Blackwell
  • Williams Lea
  • TSO (correct)
  • AXELOS

What is the phone number for general enquiries regarding ITIL 4 Edition?

  • 0333 202 5070 (correct)
  • 0333 202 5080
  • 0333 202 5077
  • 0333 202 5071

Which email address should be used for customer services at TSO?

Which factor is NOT mentioned as a value of car hire for Henri's organization, Axle?

<p>Consistent and reliable service (B)</p> Signup and view all the answers

What is the main value of car hire for Amelia's organization, Food for Fuel?

<p>Ability to reach customers (A)</p> Signup and view all the answers

What is the main value of car hire for the author of the text?

<p>Meeting budget (B)</p> Signup and view all the answers

Which of the following is NOT one of the core components of the ITIL SVS?

<p>ITIL guiding principles (B)</p> Signup and view all the answers

What is the purpose of the ITIL service value chain?

<p>To create value through IT-enabled services (C)</p> Signup and view all the answers

Which of the following is NOT one of the four dimensions of service management in ITIL 4?

<p>Partners and suppliers (A)</p> Signup and view all the answers

What is the role of the ITIL guiding principles in service management?

<p>To guide decision-making and actions (D)</p> Signup and view all the answers

Which company is undergoing a transformation to modernize its services and improve customer satisfaction using ITIL best practice?

<p>Axle Car Hire (C)</p> Signup and view all the answers

What is the purpose of ITIL 4 Foundation?

<p>To support candidates studying for the ITIL 4 Foundation exam (B)</p> Signup and view all the answers

What is the focus of ITIL 4's holistic approach?

<p>End-to-end product and service management (A)</p> Signup and view all the answers

What is the role of ITIL training?

<p>To provide individuals with a structured approach for developing their competencies (C)</p> Signup and view all the answers

Which of the following best describes the concept of service management?

<p>A set of specialized organizational capabilities for enabling value for customers in the form of services (B)</p> Signup and view all the answers

What is the definition of value in service management?

<p>The perceived benefits, usefulness, and importance of something (D)</p> Signup and view all the answers

How is value co-creation different from the traditional view of value delivery?

<p>Value is co-created through an active collaboration between providers and consumers (D)</p> Signup and view all the answers

What does Ichika consider as 'value' in the context of travel experience?

<p>Freedom of movement (D)</p> Signup and view all the answers

Which of the following is a registered trademark of AXELOS Limited?

<p>All of the above (D)</p> Signup and view all the answers

Which of the following is NOT one of the key concepts of service management?

<p>Products and services (D)</p> Signup and view all the answers

Which of the following is NOT one of the four dimensions of service management?

<p>Value streams and processes (B)</p> Signup and view all the answers

Which of the following is NOT one of the ITIL guiding principles?

<p>Keep it complex and impractical (C)</p> Signup and view all the answers

Which of the following is a key component of the ITIL 4 framework?

<p>ITIL service value system (SVS) (C)</p> Signup and view all the answers

What is the main purpose of ITIL 4?

<p>To ensure a flexible and integrated system for the effective governance and management of IT-enabled services (C)</p> Signup and view all the answers

What is the role of Radhika at Axle Car Hire?

<p>IT business analyst (D)</p> Signup and view all the answers

What does Henri value in his hiring policy?

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

Which component of the economy is the largest and most dynamic, according to the World Trade Organization?

<p>Services (D)</p> Signup and view all the answers

What is the main driver of IT becoming an important business driver and source of competitive advantage?

<p>All of the above (D)</p> Signup and view all the answers

What must organizations balance in order to remain successful in the face of ongoing change?

<p>Both stability and predictability, and operational agility and increased velocity (C)</p> Signup and view all the answers

Which of the following is a core component of the ITIL service value system (SVS)?

<p>ITIL guiding principles (D)</p> Signup and view all the answers

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

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

What is the role of the ITIL guiding principles in service management?

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

Flashcards are hidden until you start studying

Related Documents

ITIL Foundation PDF - ITIL 4 Edition

More Like This

Use Quizgecko on...
Browser
Open
Browser
Browser