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

Service value chain activities

Service level management

Service value chain inputs

Change control

Try to create a solution for every exception

Start with a complex solution, then simplify

Understand how each element contributes to value creation

Ignore the conflicting objectives of different stakeholders

To help an organization make good decisions

To direct and control an organization

To identify activities that an organization must perform in order to deliver a valuable service

To ensure that an organization’s performance continually meets stakeholders’ expectations

It should have a workaround to reduce the impact

It should be prioritized based on its potential impact and probability

It should be resolved so that it can be closed

It should be diagnosed to identify possible solutions

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

To capture demand for incident resolution and service requests

To set clear business-based targets for service performance

To maximize the number of successful IT changes by ensuring risks are properly assessed

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To observe services and service components

To protect the information needed by the organization to conduct its business

To plan and manage the full lifecycle of all IT assets

To support the agreed quality of a service handling all agreed, userinitiated service requests

To set clear business-based targets for service performance

To establish and nurture the links between the organization and its stakeholders

To align the organization's practices and services with changing business needs

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed

To systematically observe services and service components, and record and report selected changes of state

To protect the information needed by the organization to conduct its business

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

Use a new method for each improvement the organization handles

Select a few key methods for the types of improvement that the organization handles

Build the capability to use as many improvement methods as possible

Select a single method for all improvements that the organization handles

The guiding principles

Governance

Practices

The four dimensions of service management

Problem identification, problem control, error control

Problem analysis, error identification, incident resolution

Problem logging, problem classification, problem resolution

Incident management, problem management, change control

Service management

Continual improvement

A service

An IT asset

Problem analysis

Technical knowledge

Listening

Diagnosis

The removal of anything that could have a direct or indirect effect on services

Any component that needs to be managed in order to deliver a service

A request from a user that initiates a service action

Any financially valuable component that can contribute to delivery of an IT product or service