Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 4

Each value stream should be designed with a specific combination of service value chain activities

Service value chain activities have pre-determined dependencies on ITIL practices

A value stream is an operating model for creating value through products and services

Organizations should ensure that each value stream is applicable to many scenarios

Conduct a review of existing service management practices and decide what to keep and what to discard

Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

Review service management practices and remove any unnecessary complexity

Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

a model used to determine who will assess a change

A person who approves a change

A tool used to help plan changes

A way to manage the people aspects of change

They are agreed, documented, and communicated to help set user expectations

They are established, reviewed, and reported to ensure that customers are happy with the service

They are initiated, approved, and managed to ensure that predictable responses are achieved

They are scheduled, assessed and authorized to reduce the risk of service failures

handing compliments and complaints from user to identify improvements.

Improving relationships with and between stakeholders.

Prioritizing and creating business cases for improvement initiatives.

Identifying the cause unplanned interruptions to service.

Target resolution times

Escalating all incidents to support teams

Collaboration between teams

Detailed procedural steps for incident investigation

Service level management

Relationship management

Service desk

Monitoring and event management

Supplier management

Information security management

Release management

Service configuration management

Ensuring that stakeholder expectations for quality are met

Ensuring that stakeholder needs are understood by the organization

Ensuring that service components are available when needed

Ensuring that services are operated to meet agreed specifications

Service desk

Change enablement

Service level management

Supplier management

Incident management and service request management

Service request management and deployment management

Deployment management and change enablement

Change enablement and incident management

Organizations should work through the steps of the model in the sequence in which they are presented

The low of the model helps organizations to link improvements to its goals

The model is applicable to only certain parts of the service value system

Organizations should use an additional model or method to link improvements to customer value

Incident management

Continual improvement

Service request management

Change enablement

Focus on value

Start where you are

Think and work holisocally

Optimize and automate

Outcomes rely on outputs to deliver results for a stakeholder.

Outcomes use activities to produce tangible or intangible deliverables.

Outcomes gives service consumers assurance of products or services

Outcomes help a service consumers to assess the cost of a specific activity