Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 5

Progress iteratively with feedback

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

The role that defines the requirements for a service

A means of enabling value co-creation

The role that authorizes budget for service consumption

A set of specialized organizational capabilities for enabling value

Service requests are fulfilled using simple workflows

A new workflow is created for each type of request

Additional approval is sometimes needed for restoration of service

Financial authorization is sometimes required for service requests

The level of integration and formality involved in the relationships between organizations

The activities, workflows, controls and procedures needed to achieve the agreed objectives

The information created, managed and used in the course of service provision and consumption

The required skills and competencies of teams and individual members of the organization

They are deliverables provided to service consumers.

They allow service consumers to achieve a desired result.

They provide products to service providers based on outputs.

The co-create value for service providers by reducing costs and risks.

1 and 2

2 and 3

3 and 4

1 and 4

The ITIL service value system

The ITIL guiding principles

The four dimensions of service management

A service relationship

Executing improvement actions

Performing baseline assessments

Defining the improvement plan

Understanding the business mission

A full assessment should be completed each time the change is implemented

The change can be implemented with less testing if necessary

The appropriate change authority should be assigned to each type of change

The change does not require additional authorization

Focus on value

Start where you are

Collaborate and promote visibility

Keep it simple and practical

Problem identification

Problem control

Error control

Post-implementation review

Complex service requests should be dealt with as normal changes

Service requests that require simple workflows should be dealt with as incidents

Service requests require workflows that should use manual procedures and avoid automation

Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Customer engagement

Operational metrics

Business metrics

Customer feedback

A request to implement a security patch

A request to provide a laptop

A request to resolve an error in a service

A request to change a target in a service level agreement

Restricting information about the improvement to essential stakeholders only.

Increasing collaboration and visibility for the improvement.

Involving customers after all planning has been completed.

Engaging every stakeholder group in the same way, with the same communication.