Service Management Quiz

ITIL® 4 Foundation Quick Reference Guide

• ITIL® 4 Foundation qualification introduces modern IT-enabled service management and common language concepts
• Shows how to improve work using ITIL® 4 guidance.
• Provides understanding of the ITIL® 4 service management framework and its integration of new technologies and work
• ITIL® 4 Foundation exam assesses candidate knowledge of the ITIL® 4 service management framework
• 40 multiple-choice questions
• Pass mark is 65% (26 correct answers)
• Quick Reference Guide assists with exam preparation, but PeopleCert does not guarantee exam success

Key Concepts of Service Management

• Service: Enables value co-creation by facilitating outcomes customers want, without direct customer cost and risk management
• Service management: Specialized organizational capabilities enabling value through services
• Customer: Defines service requirements and takes responsibility for outcomes
• User: Consumes services
• Sponsor: Authorizes service consumption budget (often an organization or individual)
• Utility: Functionality of a product/service, answering "what the service does"
• Warranty: Assurance of meeting agreed requirements, relating to service levels, typically availability, capacity, security & continuity (ensuring "fit for use")

Key Concepts of Creating Value with Services

• Value: Perceived benefits, usefulness, and importance
• Output: Tangible or intangible deliverable of an activity
• Outcome: Result for a stakeholder, enabled by outputs
• Cost: Amount spent on activity/resource
• Risk: Possible event causing harm, loss, or difficulty achieving objectives (uncertainty of outcome)
• Organization: Entity with functions, responsibilities, authorities, and relationships to achieve objectives

Key Concepts of Service Relationships

• Service offering: Product/service description addressing target consumer groups (may include goods, resource access and actions)
• Service relationship management: Joint activities between service provider and consumer for continuous value co-creation
• Service provision: Service provider activities—resource management, user access, service actions, service level management, and continual improvement
• Service consumption: Service consumer activities—resource management, user actions, and receiving of goods

ITIL Guiding Principles

• Focus on value: All organizational activities support stakeholder value (including customer and user experience)
• Start where you are: Leverage existing resources, processes, programs, and people to achieve outcomes.
• Progress iteratively with feedback: Achieve large initiatives by smaller, completed steps; using feedback for guidance.
• Collaborate and promote visibility: Collaboration across boundaries for enhanced buy-in, enhanced objective relevance and greater success potential. Work visibility, shared information, and trust building are important.
• Think and work holistically: The service and elements of service delivery work together—interconnected information, technology, people, practices, partners, and agreements needed
• Keep it simple and practical: Eliminate non-value adding processes and use minimum steps.
• Optimize and automate: Resources should be used efficiently. Technology should improve and eliminate waste, manual actions should only be involved where necessary.

Four Dimensions of Service Management

• Organizations & people: Well-defined organizational structure, roles, responsibilities, authority & communication
• Information & technology: Information/knowledge and technologies, managing entire service value system
• Partners & suppliers: Relationships with other organizations, contracts, and partnerships
• Value streams & processes: Activities, workflows, controls, and procedures needed for objectives

The ITIL Service Value System (SVS)

• System of interconnected components & activities enabling value creation
• Each organization's SVS functions in an ecosystem with external entities.
• Opportunity: Potential value enhancement for stakeholders
• Demand: Needs/desires of internal/external customers
• Value: Perceived benefits of something
• Guiding principles: Recommendations for any circumstance
• Governance: Organized direction and control
• Service Value Chain: Interconnected activities for value delivery
• Practices: Organizational actions/resources
• Continual Improvement: Ongoing activities to meet stakeholder needs

ITIL Practices (partial list)

• Information security management
• Relationship management
• Supplier management
• IT asset management
• Monitoring and event management
• Release management
• Service configuration management
• Deployment management
• Continual improvement
• Change enablement
• Incident management