ITL4

Which ITIL concept describes governance?

 

• The seven guiding principles

• The four dimensions of service management

• The service value chain

• The service value system

Which describes the nature of the guiding principles?

 

• A guiding principle is mandatory and must be used when adopting a new service within the organization

• A guiding principle is specific and only applies to one initiative within the organization

• An organization must implement the guiding principles exactly as defined by the ITIL 4 Foundation manual

• A guiding principle is a recommendation used as guidance in all circumstances

Which guiding principle is most affected by the customer experience (CX)?

• Focus on value

• Progress iteratively with feedback

• Think and work holistically

• Start where you are

You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department's needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?

• Focus on value

• Collaborate and promote visibility

• Start where you are

• Keep it simple and practical

What is the first step of the guiding principle 'focus on value'?

• Identify the outcomes that the service facilitates

• Identify all suppliers and partners that are involved in the service

• Determine who the service consumer is in each situation

• Determine the cost of providing the service

Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

• Focus on value

• Start where you are

• Progress iteratively with feedback

• Collaborate and promote visibility

How do all value chain activities transform inputs to outputs?

• By determining service design

• By using a single functional team

• By implementing process automation

• By using combinations of practices

What is the starting point for optimization?

• Securing stakeholder engagement

• Understanding the vision and objectives of the organization

• Determining where the most positive impact would be

• Standardizing practices and services

Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Amir analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Amir working in?

• Did we get there?

• Take action?

• How do we get there?

• Where are we now?

Which guiding principle recommends assessing the current state and deciding what can be reused?

• Focus on value

• Collaborate and promote visibility

• Start where you are

• Progress iteratively with feedback