Mastering Service Management
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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</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</p> Signup and view all the answers

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

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

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

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

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

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

    What is the role of Radhika at Axle Car Hire?

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

    What does Henri value in his hiring policy?

    <p>ITIL certification</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</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</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</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</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</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 is the role of the ITIL guiding principles in service management?

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

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