Mastering Service Management

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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?

[email protected]

[email protected] (correct)

[email protected]

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

Consistent and reliable service Signup and view all the answers

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

Ability to reach customers Signup and view all the answers

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

Meeting budget Signup and view all the answers

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

ITIL guiding principles Signup and view all the answers

What is the purpose of the ITIL service value chain?

To create value through IT-enabled services Signup and view all the answers

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

Partners and suppliers Signup and view all the answers

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

To guide decision-making and actions Signup and view all the answers

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

Axle Car Hire Signup and view all the answers

What is the purpose of ITIL 4 Foundation?

To support candidates studying for the ITIL 4 Foundation exam Signup and view all the answers

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

End-to-end product and service management Signup and view all the answers

What is the role of ITIL training?

To provide individuals with a structured approach for developing their competencies Signup and view all the answers

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

A set of specialized organizational capabilities for enabling value for customers in the form of services Signup and view all the answers

What is the definition of value in service management?

The perceived benefits, usefulness, and importance of something Signup and view all the answers

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

Value is co-created through an active collaboration between providers and consumers Signup and view all the answers

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

Freedom of movement Signup and view all the answers

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

All of the above Signup and view all the answers

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

Products and services Signup and view all the answers

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

Value streams and processes Signup and view all the answers

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

Keep it complex and impractical Signup and view all the answers

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

ITIL service value system (SVS) Signup and view all the answers

What is the main purpose of ITIL 4?

To ensure a flexible and integrated system for the effective governance and management of IT-enabled services Signup and view all the answers

What is the role of Radhika at Axle Car Hire?

IT business analyst Signup and view all the answers

What does Henri value in his hiring policy?

ITIL certification Signup and view all the answers

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

Services Signup and view all the answers

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

All of the above Signup and view all the answers

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

Both stability and predictability, and operational agility and increased velocity Signup and view all the answers

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

ITIL guiding principles Signup and view all the answers

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

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

What is the purpose of the ITIL service value chain?

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

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

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

Mastering Service Management

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Questions and Answers

Which organization is the official publisher of ITIL 4 Foundation?

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

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?

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

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

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

What is the purpose of the ITIL service value chain?

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

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

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

What is the purpose of ITIL 4 Foundation?

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

What is the role of ITIL training?

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

What is the definition of value in service management?

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

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

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

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

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

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

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

What is the main purpose of ITIL 4?

What is the role of Radhika at Axle Car Hire?

What does Henri value in his hiring policy?

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

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

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

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

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

What is the purpose of the ITIL service value chain?

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

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