1) Identify the missing words in the following sentence.
The purpose of the ------ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives
a) Focus on value guiding principle
b) Four dimensions of service management
c) Service value system
d) Service request management practice
2) Which describes the steps an
a) Service offering
b) Four dimensions of service management
c)Service value chain
3) Which is included in the purpose of the plan value chain activity?
a) Ensuring that services are
b) Providing good understanding of stakeholder needs
c)Ensuring people understand the improvement direction for all services
d)Maintaining good relationships with all stakeholder
4) What value chain activity transforms requirements and specifications into service components?
a) Delivery and support
b) Engage
c) Obtain/build
d) Plan
5) Which value chain activity ensures people understand the organization's vision?
a) Improve
b) Plan
c) Delivery and support
d)Obtain/build
6) Which ITIL concept describes governance?
a) The seven guiding principles
b) The four dimensions of service management
c)The service value chain
d)The service value system
7) How are service value chain activities used?
a) To create demand
b) To create value streams
c)To create practices
d)To create guiding principles
8) Which value chain activity provides understanding of stakeholder needs?
a) Plan
b) Engage
c) Delivery and support
d) Design and transition
9) What is the service value system?
a) The means by which
b) A set of interconnected activities that an organization performs to deliver a service
c)A set of organizational resources designed for performing work to create value
d)A description of how components and activities work together to enable value creation
10) How do all value chain activities transform inputs to outputs?
a) By determining service demand
b) By using a combination of practices
c)By using a single functional team
d)By implementing process automation
11) Which value chain activity ensures that people understand how each service contributes to the organization's vision?
a) Improve
b) Plan
c) Delivery and support
d)Engage
12) Which value chain activity communicates the current status of all four dimensions of service management?
a) Improve
b) Plan
c) Delivery and support
d)Obtain/build
13) Which are inputs to the service value system?
a) Governance and the guiding principles
b) Value for customers and other stakeholders
c) Opportunity and demand
d)Practices and the service value chain.
14) Which value chain activity ensures that services meet agreed specifications and the expectations of stakeholders?
a) Delivery and support
b) Engage
c)Obtain/build
d)Plan
15) Which describes the "improve" value chain activity?
a) It ensures a shared understanding of the vision and improvement direction of the vision and improvement direction for all products and services across organization and all four dimensions
b) It ensures continual improvement of services, practices across all value chain activities and the four dimensions
c)It ensures services are delivered and supported according to agreed specifications and stake holder's expectations
d)It ensures a good understanding of stakeholder needs, continual engagement and good relationships with all stakeholders
16) What are the service value chain activities?
a) The six service value chain activities define a value stream designed for particular scenario
b) Each service value chain activity is an operating model which outlines the key steps in creating demand
c)The six service value chain activities represent the step organization takes in the creation of value
d)Each service value chain activity contributes to the value chain by transforming products into services.
17)Which is included in the purpose of the "design and transition" value chain activity?
a) To ensure that service components are available and meet agreed specifications
b) To ensure that services are delivered according to agreed specifications
c) To ensure that products and services continually meet stakeholder expectations
d)To ensure a shared understanding of the vision for all dimensions
18) Which concept describes how all the components and activities of an organization work together to enable value creation?
a) Service value system
b) Service relationship management
c)Service value chain
d) Service offering
19)What is the service value chain?
a) It is six activities that create and manage products and services
b) It is six activities that transform value into demand
c)It describes a single value stream that creates a product or service
d)It describes a combination of activities and practices for a particular scenario
20)Which statement about the value chain activities is correct?
a) Every practice belongs to a specific value chain activity
b) A specific combination of value chain activities and practices forms a service relationship
c) Service value chain activities form a single stream that enables value creation
d)Each value chain activity contributes to the value chain by transforming specific inputs into outputs
21) What are the key inputs to the ITIL service value system?
a) Products and services
b) Opportunity and demand
c) Outcomes and value
d)Governance and practices
22) Which value chain activity delivers service components?
a) Plan
b) Design and transition
c)Engage
d) Obtain/build
23) Which describes the steps an organization takes in the creation of value?
a) Service value chain
b) Four dimensions of service management
c) Service offering
d) Continual improvement
24) Which does "improve" value chain activity ensure continual improvement of ?
a) Governance , management and services
b) Utility , warranty , and cost
c) Product , services, and practices
d) Service providers , service consumers, and relationships
25) Which describes "improve" value chain activity ?
a) It ensures a shared understanding of the vision and improvement direction for all products and services across the organization and all four dimesions
b) It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
c) It ensures continual improvement of services, and practises across all value chain activities and the four dimesions.
d) It ensures a good understanding of stakeholder needs, continual engagement and good relationships with all stakeholders.
