ITIL v4 Challenge 1

Correctly Order the Service Value Chain Components

• User

• A person who uses the IT service on a day-to-day basis

• Service Management

• The most suitable term to describe the functionality of a service

• Service Relationship Management

• A set of specialized organizational capabilities for enabling value for customers in the form of services

• Problem

• A cause or potential cause of one or more incidents

• Outcome

• A process that ensures that service providers and service consumers continue to create value together

Drag and Drop the correct ITIL Guiding Principles​ ​ ​ ​ ​

a

b

c

d

e

Optimize and Automate

Think and Work Holistically

Progress Iteratively with Feedback

Keep it Simple and Practical

Start Where You Are

Which of these is the KEY stakeholder group that service providers should cooperate with?

• Employees

• Service Level Agreement (SLA)

• Customers

• Developers

What is the best way to fix major problems?

• Try to fix the problem alone to avoid any disruption.

• Ask a friend to take a look to see if a resolution can be found.

• Hire someone to come and fix the problem.

• Create a team that works together to solve a problem.

When approaching problem solving, we must complete the problem management steps in the correct order. What is the order?

• Problem Identification

• Problem Control

• Error Control

Which one of these documents is a formal agreement between a service provider and a customer that outlines service quality, performance requirements, and responsibilities of the service provider?

• Business Continuity Report (BCR)

• Service Level Agreement (SLA)

• Service Providers Handshake

• Service Desk Contract

Match the following to the correct definitions.

• Outcome

• A problem that has a documented root cause and a workaround

• Configuration Item (CI)

• They provide the expertise, knowledge, resources, tools, and technologies required to deliver quality products or services to customers

• Known Error

• Any component which needs to be managed in order to deliver an IT service

• Service Requests

• A result for a stakeholder enabled by one or more outputs

• Service Provider

• Incoming inquiries that ask for access to applications, software licenses, password resets, or new hardware

Match the following terms to their definitions.

• Service Desk

• The single point of contact between the service provider and the users

• Service Value Chain

• An operating model outlining activities required to respond to demand and add value through the creation and management of products and services

• Incident Management

• A system used to capture all the possible opportunities to make things better and then prioritize the ones to action first

• Change

• The addition, modification or removal of any authorized, planned, or supported service or service component that could have an effect on IT services

• Continual Improvement Register

• The practice of restoring services as quickly as possible after an incident

Match each into their appropriate categories.

Groups:

(a) Monitoring and Event Management

,

(b) Problem Management

,

(c) Service Configuration Management

,

(d) Supplier Management

• Determine CI's that Support Services

• Collaborate with Vendors for Service Efficiency

• Observe Services

• Report Anomalies

• Coordinate delivery of products

• Manage Workarounds to Known Problems

• Ensure Service Configuration Accuracy

• Create a plan to resolve Issues

• Identify any issues

• Ensure CI's are available when needed

• Reduce Impact of Incidents

• Record Changes

• Build relationships with suppliers