What are the 5 components of the SVS? - ANSWER Service Value Chain, Guiding Princi-
ples, Governance, Continual Improvement, and Practices.
What are the activities of the SVC? - ANSWER Plan, Improve, Engage, Design & Transition,
Obtain/Build, and Deliver & Support
What are the 7 guiding princples? - ANSWER focus on value, start where you are, pro-
gress iteratively with feedback, collaborate and promote visibility, think and work holistically,
keep it simple and practical, and optimize and automate.
What are the 4 dimensions of service management? - ANSWER Organizations and Peo-
ple, Information and Technology, Partners and Suppliers, and Value Streams and Processes.
What are the continual improvement model steps? - ANSWER What is the vision, where
are we now, where do we want to be, how do we get there, take action, did we get there?
How do we keep the momentum going?
What are service level agreements? - ANSWER SLAs are agreements between the service
provider and the customer that define the level of service that will be provided. They should
be measurable, realistic, and agreed upon by both parties.
_______________ is the process of controlling changes to the IT infrastructure in a way that
minimizes disruption to the business. ITIL 4 provides a structured approach to change man-
agement, which includes assessing the impact of changes, obtaining approval, testing, and
implementing the change. - ANSWER Change Management
1
,_______________ is the process of managing and resolving incidents that occur within the
IT infrastructure. ITIL 4 provides guidance on how to categorize incidents, prioritize them,
and resolve them as quickly as possible. - ANSWER Incident Management
_______________ is the process of identifying and resolving the root cause of incidents to
prevent them from occurring again in the future. ITIL 4 provides guidance on how to analyze
problems, identify the root cause, and implement a solution. - ANSWER Problem Man-
agement
_______________ is the single point of contact between the service provider and the cus-
tomer. ITIL 4 provides guidance on how to set up and manage a service desk, including how
to measure its performance. - ANSWER The service desk
Governance - ANSWER Directed and controlled
Service Management - ANSWER "Specialised organisalional capabilities"
Stakeholder - ANSWER An "interest or involvement"
Service relationship - ANSWER Joint activities (between Provider and consumer)
Costs / Risks - ANSWER Introduced and Removed
Output - ANSWER Tangible or Intangible
Ulilily - ANSWER "Functionality" or "Fit for Purpose"
Warranty - ANSWER "Assurance" or "Fit for Use"
2
, Guiding principles - ANSWER "Universal and enduring"; "applicable in ALL circumstances"
Service Value Chain - ANSWER "Operating Model"
Plan (PVC activity) - ANSWER "Shared understanding"; vision; current status
Improve (SVC activity) - ANSWER Output = performance information
Engage (SVC activity) - ANSWER "Good understanding"; Transparency"
Design and Transition (SVC activity) - ANSWER "Quality, cost, and time to market"
Obtain/Build (SVC activity) - ANSWER "service components are available"
Service Desk - ANSWER support people and business not technology focussed
Emotional Intelligence - ANSWER Service Desk
Incident Management - ANSWER Restoring normal service operation
Prioritisation - ANSWER Order of business impact
Categorisation - ANSWER "Identification of correct support team" or "automated match-
ing"
Swarming - ANSWER Incident Management
3
ples, Governance, Continual Improvement, and Practices.
What are the activities of the SVC? - ANSWER Plan, Improve, Engage, Design & Transition,
Obtain/Build, and Deliver & Support
What are the 7 guiding princples? - ANSWER focus on value, start where you are, pro-
gress iteratively with feedback, collaborate and promote visibility, think and work holistically,
keep it simple and practical, and optimize and automate.
What are the 4 dimensions of service management? - ANSWER Organizations and Peo-
ple, Information and Technology, Partners and Suppliers, and Value Streams and Processes.
What are the continual improvement model steps? - ANSWER What is the vision, where
are we now, where do we want to be, how do we get there, take action, did we get there?
How do we keep the momentum going?
What are service level agreements? - ANSWER SLAs are agreements between the service
provider and the customer that define the level of service that will be provided. They should
be measurable, realistic, and agreed upon by both parties.
_______________ is the process of controlling changes to the IT infrastructure in a way that
minimizes disruption to the business. ITIL 4 provides a structured approach to change man-
agement, which includes assessing the impact of changes, obtaining approval, testing, and
implementing the change. - ANSWER Change Management
1
,_______________ is the process of managing and resolving incidents that occur within the
IT infrastructure. ITIL 4 provides guidance on how to categorize incidents, prioritize them,
and resolve them as quickly as possible. - ANSWER Incident Management
_______________ is the process of identifying and resolving the root cause of incidents to
prevent them from occurring again in the future. ITIL 4 provides guidance on how to analyze
problems, identify the root cause, and implement a solution. - ANSWER Problem Man-
agement
_______________ is the single point of contact between the service provider and the cus-
tomer. ITIL 4 provides guidance on how to set up and manage a service desk, including how
to measure its performance. - ANSWER The service desk
Governance - ANSWER Directed and controlled
Service Management - ANSWER "Specialised organisalional capabilities"
Stakeholder - ANSWER An "interest or involvement"
Service relationship - ANSWER Joint activities (between Provider and consumer)
Costs / Risks - ANSWER Introduced and Removed
Output - ANSWER Tangible or Intangible
Ulilily - ANSWER "Functionality" or "Fit for Purpose"
Warranty - ANSWER "Assurance" or "Fit for Use"
2
, Guiding principles - ANSWER "Universal and enduring"; "applicable in ALL circumstances"
Service Value Chain - ANSWER "Operating Model"
Plan (PVC activity) - ANSWER "Shared understanding"; vision; current status
Improve (SVC activity) - ANSWER Output = performance information
Engage (SVC activity) - ANSWER "Good understanding"; Transparency"
Design and Transition (SVC activity) - ANSWER "Quality, cost, and time to market"
Obtain/Build (SVC activity) - ANSWER "service components are available"
Service Desk - ANSWER support people and business not technology focussed
Emotional Intelligence - ANSWER Service Desk
Incident Management - ANSWER Restoring normal service operation
Prioritisation - ANSWER Order of business impact
Categorisation - ANSWER "Identification of correct support team" or "automated match-
ing"
Swarming - ANSWER Incident Management
3
