ITIL 4 Exam questions with correct answers

ITIL 4 Exam questions with correct answersService Management A set of specialized organizational capabilities for enabling value for customers in the form of services Service Management A set of specialized organizational capabilities for enabling value for customers in the form of services 01:16 01:29 Output Tangible or intangible deliverable of an activity Outcome Result for a stakeholder produced by one or more outputs. Cost Amount or money spent on a specific activity or resource Risk Possible event that could cause harm or loss, of make it more difficult to achieve objectives Organization A person or a group of people that has its own functions & responsibilities, authorities & relationships to achieve its objectives Value Perceived benefits, usefulness, importance of something Service offering A description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions. Service relationships A co-operation between a service provider and service consumer. Service relationships include service provision, service consumption and service relationship management Service relationship management Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings. Service Provision Activities performed by an organization to provide services. Includes management of resources, configured to deliver the service, access to these resources for users, fulfilment of the agreed service actions, service performance management and continual improvement. It may also include the supply of goods. 00:02 01:29 Service consumption Activities performed by an organization to consume services. Includes the management of the consumer's resources needed to use the service, service use actions performed by users, and may include the receiving (acquiring) of goods. Value stream A series of steps an organization undertakes to create & deliver products & services to consumers Process A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence of actions and their dependencies. Practice A set of organizational resources designed for performing work or accomplishing an objective. Continual improvement practice The practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services. Configuration item (CI) Any component that needs to be managed in order to deliver an IT service IT asset Any valuable component that can contribute to delivery of an IT product or service Utility The functionality offered by a product or service to meet a particular need Warranty Assurance that a product or service will meet agreed requirements ITIL Guiding Principles (definition) Immutable organizational guides which are universal, not impacted by changes to goals or strategy, or type of work or management structure. Fundamental to Adoption of Service Management and Adaptation of the ITIL framework ITIL Guiding Principles (7) 1. Focus on value 2. Start where you're at 3. Progress Iteratively with Feedback 4. Collaborate and Promote Visibility 5. Think & Work Holistically 6. Keep it Simple & Practical 7. Optimize & Automate Focus on Value (Guiding principle) Know what the customer expects. Everything an organization does to map, directly or indirectly, to value for the stakeholders. Includes the experience of customers and users. (Guiding Principle) Start Where You Are At (Guiding Principle) You don't have a choice. Understand the "delta". Assess what you have & don't have, what works & doesn't, if it is serviceable or not, and if resources are available or not. Understand current state. Measure or observe directly. Don't assume, measure. Observe vs rely on reports. (Guiding Principle) Progress Iteratively with Feedback (Guiding Principle) Do not attempt to do everything at once. Even huge initiatives must be accomplished iteratively. By organizing work into smaller, manageable sections that can be executed and completed in a timely manner, it is easier to maintain a sharper focus on each effort. Plan, Do, Study, Act. (Guiding Principle) Collaborate & Promote Visibility (Guiding Principle) Ensure the right people are in right roles. Supports buy-in and better decision making. Gather important perspectives. Avoid silos. Collaboration drives more than ITIL. It drives Agile, DevOps, Lean & more. Supports understanding & trust. Collaborate with stakeholders to improve value, practices & more. Communicate to improve understanding. Increase urgency through visibility. Lack of visibility is perceived as not important. (Guiding Principle) Think & Work Holistically (Guiding Principle) Everything is connected. Service offerings depend on service relationships. Handle activities within context of whole, the relationships. Systems & relationship are complex. There are service relationships, service offerings, service provisioning, service consumption, and service providers & consumers. "Pick up sticks" - everything touches everything else. Alter one - impacts another. Study the system Anticipate & plan for interactions. (Guiding Principle) Keep it Simple & Practical (Guiding Principle) Reduce waste. Use minimum number of steps. Apply outcome-based thinking. that Eliminate things add no value. Solve the problem, don't treat the symptom. Determine what to keep. Start with simple approach. Add controls, activities or metrics as needed. Ask: "Does 'it' contribute to value creation?" Eliminate conflicting objectives.(Guiding Principle) Optimize & Automate (Guiding Principle) Use technology to optimize scale. Automate frequent or repetitive tasks. Automation is a means to an end, not a strategy. Automation for the sake of automation increases costs. Reduces organizational robustness & resilience. Things that are essential to optimizing are: continual improvement, measurement & reporting, and stakeholder engagement. Use automation to streamline manual tasks and adopt continuous delivery. (Guiding Principle) Dimensions of Service Management (4) 1. Organizations & People 2. Information & Technology 3. Partners & Suppliers 4. Value Streams & Processes PESTLE Analysis A framework of macro-environmental factors used in the environmental scanning component of strategic management. Political, Economic, Social, Technical, Legal, and Environmental. Organizations and People (4 Dimensions) Understand an organization's roles and responsibilities, systems of authority, communication, support, and strategy & operating model. People are a key element. Break down silos and know each person's contribution to the organization and stakeholders. Information and Technology (4 Dimensions) Applies to service management (the things you do) services managed (the things you manage) and necessary information and knowledge. This dimension considers the information and knowledge we need to deliver and manage services, protect information, regulatory and compliance, and the impact of culture. Partners and Suppliers (4 Dimensions) Different service relationships require different types of agreements and formality. Each relationship produces different results with different levels of responsibility - one for the output and the other for outcome.