ITIL Challenge 2

Which of these ensures that service providers and consumers continue to create value together by fostering a good relationship between them?

• Partnership Relations Guiding Principles

• Service Relationship Management

• Partnership Management

• Service Level Agreement

This role in ITIL is defined by an individual or entity that makes use of a service, product or technology to fulfill specific needs or tasks.

• Vendor

• Service Manager

• Service Provider

• User

This is a cause, or a potential cause of one or more incidents.

• Provider

• Insurance

• Problem

• Solution

What is the most suitable term to describe how functional a service is?

• Probability of Success

• Achievement Score

• Outcome

• Success Rate

Match the following terms to their definitions.

• Guiding Principles

• Ensures service providers and service consumers are creating value together by building a good relationship.

• Service Level Agreement

• 1. Problem Identification, Problem Control, and Error Control

• 3 Phases of Problem Management

• This agreement should include several metrics that outline specific service requirements, and it should be made in a way that ensures a business focuses on outcomes and not operational results.

• Service Relationship Management

• Set of specialized organizational capabilities for enabling value for customers in the form of services.

• Service Management

• Serves as the foundation for decision making and helps to ensure that services are aligned with the organizations goals and customer needs.

Match the terms from the Service Value Chain with their definitions.

• Deliver and Support

• This activity includes activities such as service delivery, service operations, incident management, problem management, and service desk support to ensure that services are delivered and supported according to agreed-upon service levels and standards

• Improve

• This activity involves procuring, developing, and managing resources such as people, technology, and infrastructure to support service delivery

• Engage

• This activity involves building relationships with customers, users, partners, and other stakeholders to ensure that services are designed and delivered to meet their requirements effectively

• Obtain/Build

• This activity focuses on identifying opportunities for improvement, implementing changes, and measuring the impact of those changes to ensure that value is maximized

• Plan

• This activity involves establishing the organization's objectives and defining the strategic direction for delivering value through services.

When designing a process you must take into consideration situations that may merit exceptions within your design process. What would be the best way to handle situations that might not fit your organizational design?

• Look at how other companies are managing those types of situations and handle them accordingly.

• Discard the situation, and create a rule that your company cannot meet those requirements.

• Use existing policies within your organization and try to make the situation fit.

• Create policies to handle each situation at a general level.

What is the most important consideration when you are embedding the Continual Improvement Process into your organization?

• Company culture needs to be right to support improvement.

• Incorporating a company wide policy where your customer is always right.

• Third party partners should be delivering services per the Service Level Agreement.

• Implementing a process where your company never changes administrative policies.

I want to balance managing my risk while maximizing throughput. What practice will help me the most in achieving this?

• Service Relationship

• Policy Revision

• Change Enablement

• Event Management

Match the following management groups to their appropriate definition.

• Technical Management

• Practices encompass activities related to the design, development, deployment, and maintenance of IT infrastructure, platforms, and software applications

• Service Management

• Encompass a broad range of activities and disciplines that are essential for effective organizational management

• General Management

• Practices designed to ensure that IT services meet the needs and expectations of customers and support the achievement of business outcomes.