Organizational Transformation for Digital Success
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Questions and Answers

What is a key characteristic of a service provider according to the text?

  • Collaborating with other service providers in an alliance (correct)
  • Defining requirements for service consumption
  • Acting as both a consumer and a provider simultaneously
  • Having a complex understanding of their consumers

    • In the ITIL story provided, which organization is mentioned as a service provider?

  • Consumers of car hire services
  • Axle Car Hire (correct)
  • Mechanics
  • Companies selling cars to Axle

    • What is the role of a sponsor in service consumption?

  • Defining the requirements for a service
  • Authorizing budget for service consumption (correct)
  • Taking responsibility for the outcomes of service consumption
  • Using the services directly

    • Which term refers to a person who uses services?

    <p>User</p> Signup and view all the answers

    What is the key message about service consumers in the text?

    <p>They simplify the structure of service relationships</p> Signup and view all the answers

    In service management, what is emphasized regarding service providers' understanding of consumers?

    <p>Having a clear understanding of consumers in various situations</p> Signup and view all the answers

    What is the main focus of digital transformation in organizations?

    <p>Operational agility and organizational work evolution</p> Signup and view all the answers

    In the context of organizations evolving to face change, what is ITIL's role?

    <p>Maximizing opportunities from new technologies</p> Signup and view all the answers

    What is one of the key aspects of the evolution of service management highlighted in the text?

    <p>Utilization of cross-functional teams</p> Signup and view all the answers

    What does ITIL primarily provide guidance, training, and certification programs for?

    <p>IT service management (ITSM)</p> Signup and view all the answers

    Why are organizations embarking on major transformational programmes according to the text?

    <p>To optimize opportunities and evolve their ways of working</p> Signup and view all the answers

    What is a key reason for the evolution of service management according to the text?

    <p>Utilize cross-functional teams more widely</p> Signup and view all the answers

    Who are the key players in service management according to ITIL 4?

    <p>Organizations, service providers, stakeholders, and suppliers</p> Signup and view all the answers

    What is the primary focus of organizations in the context of ITIL 4?

    <p>Enhancing service delivery</p> Signup and view all the answers

    Which of the following is a common stakeholder in service management according to ITIL 4?

    <p>Service provider</p> Signup and view all the answers

    What role do service consumers play in ITIL 4?

    <p>Using services and providing feedback</p> Signup and view all the answers

    Which group is responsible for configuring resources for value creation in ITIL 4?

    <p>Service providers</p> Signup and view all the answers

    What is the primary responsibility of stakeholders in ITIL 4?

    <p>Co-creating value through engagement</p> Signup and view all the answers

    Which group plays a crucial role in the service relationship model of ITIL 4?

    <p>Service providers</p> Signup and view all the answers

    What is the main emphasis of ITIL 4 on stakeholders?

    <p>Focusing on value co-creation</p> Signup and view all the answers

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