1) Which of the following are likely part of the service offering?

The three main components of service offerings are: Goods. Access to

resources. Service actions

2) Which of these roles is least likely a part of Service relationship?

Service ProviderCustomerSponsorProcess Owner

Ans: Sponsor Guess

3) Which of the following elements of Continual improvement are part of ITIL 4:

1. Continual Improvement Model

2. SVC Activity: Improve
3. Continual Improvement Practice

Only 1 and 3
Only 2 and 3
Only 1 and 2
All of them
Ans: All of them Guess

4) Which of the following activities is the service owner?

1) Representing the service in Change Advisory Board Meetings 2) Participating
in negotiating Service Level Agreement 3) Defining the process strategy 4) Liasing
with the appropriate Process Owners

5)
which of the following is true with respect to the plan activity within svc

The SVC activities working together, in unison establish the service value stream. Each of
the SVC activities ensures a unique contribution and complements 

6)

Which ITIL guiding principle recommends using existing services, processes and
tools when improving services?
A. Progress iteratively with feedback B. Keep is simple and practical C. Start
where you are D. Focus on value
B.
C. Answer: C
7) Which practice has a purpose that includes ensuring that risks have been properly
assessed?
A. Service configuration management B. Problem management C. Service level
management D. Change control

Answer: D

8) When should a full risk assessment and authorization be carried out for a standard
change?
A. Each time the standard change is implemented B. When the procedure for the standard
change is created C. At least once a year D. When an emergency change is requested

Answer: B

9)

Which statement about emergency changes is CORRECT?

A. The testing of emergency can be eliminated in order to implement the change
quickly B. The assessment and authorization of emergency changes is expedited to
ensure they can be implemented quickly C. Emergency changes should be authorized
and implemented as service requests D. Emergency changes must be fully
documented before authorization and implementation
B.
C. Answer: B

10) Which practice coordinates the classification, ownership and communication of service
requests and incidents?

A. Supplier management B. Service desk C. Problem management D. Relationship

management
B.
C.
D. Answer: B

11)
which is the correct definition of value as per itil®

The glossary definition of “value” is “the perceived benefits, usefulness, and importance
of something.” This means that value can be anything: the process, the outcome, or even
the benefit.

12)
Who is responsible for service relationship management service provider or
consumer?
Stakeholders in Service Management

Stakeholder Definition

Service Provider An organization that takes up the role of creating and delivering services

Service Consumers An organization that takes up the role of receiving services

13)
itil framework can be described the best as

Information Technology Infrastructure Library, ITIL is defined as a framework with a set of
best practices for delivering efficient IT support services.

14)

What are the 7 guiding principles?

The seven ITIL guiding principles are:

 Focus on value.
 Start where you are.
 Progress iteratively with feedback.
 Collaborate and promote visibility.
 Think and work holistically.
 Keep it simple and practical.
 Optimize and automate

15)

In which step of the continual improvement model is an improvement plan

implemented?
The Continuous Process Improvement Model

Plan: Identify an opportunity and plan for change. Do: Implement the change on
a small scale. Check: Use data to analyze the results of the change and determine
whether it made a difference

16)

itil framework is currently owned and managed by

AXELOS

17) Which of the following general management practice is focused on links between
the organization and its stakeholders?
Relationship management - This management practice establishes and nurtures
the links between the organization and its stakeholders at different levels. If the
organization is a service provider, most of their efforts are focused on maintaining a
good relationship with their consumers.

18)

service integration and management is a concept that falls under

Service Integration and Management (SIAM) is an approach to managing multiple

suppliers of services (business services as well as information technology services)
and integrating them to provide a single business-facing IT organization.

19)

which of these is a primary output of the engage activity with svc

he key outputs of this activity are: services delivered to customers and users. information
on the completion of user support tasks for engage. product and service performance
information for engage and improve.

The key inputs to the SVS are opportunity and demand. The output of the SVS is value
delivered by products and services. Opportunity refers to options or possibilities to add value
for stakeholders or otherwise improve the organization.

20)

Which of the following is true with the definition of service provider?

(a) Value Creation is TRUE with the definition of Service provider as per ITIL®
Explanation: Value is determined by the view of stakeholders, which might include
customers, consumers, or the firm itself

21)
which of the following is true in the definition of service as per itil®

Service Provider: An organization that takes up ...

Service Consumers: An organization that takes ...
Organization: A person or a group of people that 

22) Which of the following is a key aspect within service relationship?

Service relationships include: Service provision. Service consumption. Service

relationship management, which are the joint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on
agreed and available service offerings.

23)

Which SVC activity deals with the new changed services?

Answer: The primary focus is to take the requirements from Engage and provide
specifications for Obtain/Build. This activity also delivers new and changed services
and products to the Deliver and Support activity.

24) how many guiding principles are included as part of itil® 4 svs

Ans –7

25) What are the dimensions of service management?

Four Dimensions of Service Management in ITIL4

 Organizations and people.
 Information and technology.
 Partners and Suppliers.
 Value streams and processes.
 External factors.
26)

Which SVC activity is a responsible for fulfilling new and changed resource or
service?
Answer: The primary focus is to take the requirements from Engage and provide
specifications for Obtain/Build. This activity also delivers new and changed services
and products to the Deliver and Support activity

27)

which of the following is the meaning of 'service provisioning'

Service provisioning is the process of setting up a service for a customer. The term is
associated with the telecom industry and cloud infrastructure but can apply to other
industries as well

28) Can the project sponsor and customer be the same?

Sometimes, the sponsor is also the customer, but the roles have notable
differences

29)What are the activities in service value chain?

In ITIL, there are six activities in the service value chain which represent the steps an
organization takes in the creation of value:
 Plan.
 Engage.
 Design and Transition.
 Obtain/Build.
 Deliver and Support.
 Improve.

30) which component of the itil svs is referred by

SVS Element Definition

Guiding Recommendations that can guide an organization in all circumstances, regardless

Principles of changes in its goals, strategies, type of work, or management structure
Governance The means by which an organization is directed and controlled

31) Which component of the ITIL SVS is referred by means by which an Organisation
is directed and controlled?

Governance

32)
®

which of the following is true with the definition of service provider as per itil
(a) Value Creation is TRUE with the definition of Service provider as per I

33) What are the components of SVS?

The components of SVS are;

 Guiding Principles,
 Governance,
 Service Value Chain,
 Practices,
 Continual Improvement.

34)
which of the following is the primary focus of service lebvel management

Obtain/Build: SLM provides objectives for com...

Design and Transition: The design and develo...
Plan: SLM supports planning of the product and ...
Deliver and Support: SLM communicates servi...

35)

Which of the following is the primary focus of service management in ITIL?

Products & Services

36)
Which if the following is defined as a person or group of people accountable at the highest
level for the performance and compliance of the organization

Governance: Every organization is directed by a governing body, i.e. a person or group of

people who are accountable at the highest level for the performance and compliance of the
organization

37)

Which following statements best describes the purpose of the SVS in ITIL?
The ITIL SVS describes how all the components and activities of the
organization work together as a system to enable value creation. The SVS is
made up of specific inputs, elements, and outputs relevant to service management.
The key inputs to the SVS are opportunity and demand.

38)
which of the f

which of the following does not align with the definition of organization as per itil

Answer: A single person or a team united by common objectives.

39) Which is true about service relationship?

A service relationship is defined as the cooperation between a service provider

and service consumer. Service relationships are established between two or more
organizations to co-create value. An organization can play the role of provider or
consumer interchangeably, depending on the situation

40) which service management practice is focused on restoring

he purpose of incident management is to restore normal service operation as quickly as

possible, and minimize the adverse impact on business operations.

41) which service management practice aims to reduce the likelihood

Description. The purpose of the problem management practice is to reduce the likelihood
and impact of incidents by identifying actual and potential causes of incidents, and managing
workarounds and known errors.

42) What is the direct focus area of service level management?

SLM supports planning of the product and service portfolio and service

offerings with information about the actual service performance and trends.
Engage. SLM Conment with customers and users through feedback processing and
continual service review.

43) What are the detailed description for all practices included as part of ITIL 4
framework?

ITIL 4 includes 34 management practices as "sets of organizational resources

designed for performing work or accomplishing an objective". For each
practice, ITIL 4 provides various types of guidance, such as key terms and concepts,
success factors, key activities, information objects, etc.

44) which practice is responsible to identify actual and potential causes of incidents and
preventing

management is the practice of reducing the likelihood and impact of incidents by identifying
actual and potential causes of incidents, and managing workarounds and known errors.

45) A sponsor and customer can be same person - this is FALSE. 

46) What is the specified in each practice guide that is required component to make
the practice fulfill its purpose?
Practice Success Factor (PSF) –

47)
What is specified in each practice guide in ITIL?
ITIL 4 includes 34 management practices as "sets of organizational resources
designed for performing work or accomplishing an objective". For each practice, ITIL
4 provides various types of guidance, such as key terms and concepts, success
factors, key activities, information objects, etc.

48) which is the correct definition of value as per itil

he glossary definition of “value” is “the perceived benefits, usefulness, and importance of
something.” This means that value can be anything: the process, the outcome, or even the
benefit.

49) definition of service provider as per itil

The service provider is an organization that provides IT support services to internal and
external customers.

50) which of the following a technical management practice

The ITIL 4 technical management practices include: Deployment management.

Infrastructure and platform management. Software development and management.

51) key outputs of which svc activity the following represents consolidated demands and
opportunities

The key outputs of this value chain activity are: consolidated demands and opportunities for
plan. product and service requirements for design and transition. user support tasks for
deliver and support

52) which of the following are likely part of service offering

he three main components of service offerings are: Goods. Access to

resources. Service actions.18-Apr-2019
Service Provider: An organization that takes up ...
Service Consumers: An organization that takes ...
Organization: A person or a group of people that ...
Stakeholder: Definition

53)

n which step of the continual improvement model involves a current state

assessment?

Step 3: Where do we want to be?

54) who is responsible for service relationship management
Stakeholders in Service Management

Stakeholder Definition

Service Provider An organization that takes up the role of creating and delivering services

Service Consumers An organization that takes up the role of receiving services

55) how many total practices are included in itil® 4 framework

Ans----44

56) Why SIAM is required?

Why SIAM? The SIAM model enables organisations to break free from large,
single source contracts that can leave them locked in and unable to implement
innovative new technologies at a pace suited to their needs.

57)
What are the example for service offer?

Mobile –service offer

There are different types of Service offerings. Example: Mobile sold to a customer. Then
all ownership will be transferred to customer unless issue will come and customer will use
the mobile service. Example: Subsciption based cloud app like Whatsapp

What is mobile network or service provider?

A mobile network operator (MNO), also known as a wireless service provider,
wireless carrier, cellular company, or mobile network carrier, is a provider of
wireless communications services that owns or controls all the elements
necessary to sell and deliver services to an end user, including radio spectrum
allocation, ...

58)
 At its core, SIAM provides guidance on good practice in managing multiple suppliers of IT
services. (See how SIAM works with ITIL.).
59) What are the dimensions of service management?

Four Dimensions of Service Management in ITIL4

 Organizations and people.
 Information and technology.
 Partners and Suppliers.
 Value streams and processes.
 External factors.

60)

the itil service value chain activities are usually triggered by which of the following

Opportunity/Demand
Opportunities and Demands are the inputs to the Service Value System. These
trigger activities within the system to create and output value—either fulfilling
demand or capitalizing on an opportunity.

61) which practice is used to provide a single source of consistent

The purpose of the service catalogue management practice is to provide a single source

of consistent information on all services and service offerings, and to ensure that it is
available to the relevant audience.1

62) Which guiding principle is concerned with minimum steps to accomplish?

6. Keep it simple and practical. Always use the minimum number of steps to
accomplish an objective. Outcome-based thinking should be used to produce
practical solutions that deliver valuable outcomes.

63) Which guiding principle recommends organizing work into smaller?

Which guiding principle recommends organizing work into smaller, manageable

sections that can be executed and completed in a timely manner? Options
are : Focus on value
64) the value of a service is that which is perceived by

Perceived value is measured by the price the public is willing to pay for a good or
service. The marketing of a product or service involves attempting to influence and increase
its perceived value, which can emphasize qualities such as its aesthetic design, accessibility,
or convenience.

65) Which of the following general management practice is focused on links between
the organization and its stakeholders?
Relationship management - This management practice establishes and nurtures
the links between the organization and its stakeholders at different levels. If the
organization is a service provider, most of their efforts are focused on maintaining a
good relationship with their consumers.

66) which service management practice is focused on restoring

The purpose of incident management is to restore normal service operation as quickly as

possible, and minimize the adverse impact on business operations.

67) which of the following is true about service relationship

68) Which SVC activity is a responsible for fulfilling new and changed resource or
service?
Answer: The primary focus is to take the requirements from Engage and provide
specifications for Obtain/Build. This activity also delivers new and changed services
and products to the Deliver and Support activity

69)vWhich of the following is the primary focus of service management in ITIL?

Products & Services

In ITIL, the service is the ultimate center of focus in every aspect of service

management. A service is defined as a means of enabling value co-creation by
facilitating outcomes that customers want to achieve, without the customer having to
manage specific costs and risks.

70) When we are developing custom features for a client, then the client is also the
sponsor, because they are privately funding the project.
A sponsor and customer can be same person - this is FALSE. 

What is the difference between project sponsor and business owner?

A project sponsor is different from a project owner

71) which of the following is the meaning of 'service provisioning'

Service provisioning is the process of setting up a service for a customer. The term is
associated with the telecom industry and cloud infrastructure but can apply to other
industries as well

72) key outputs of which svc activity the following represents consolidated demands and
opportunities

The key outputs of this value chain activity are: consolidated demands and opportunities for
plan. product and service requirements for design and transition. user support tasks for
deliver and support

73) definition of service provider as per itil

The service provider is an organization that provides IT support services to internal and
external customers.

74) which is the correct definition of value as per itil

The glossary definition of “value” is “the perceived benefits, usefulness, and importance
of something.” This means that value can be anything: the process, the outcome, or even
the benefit.

75) What is the direct focus area of service level management?

SLM supports planning of the product and service portfolio and service

offerings with information about the actual service performance and trends.
Engage. SLM ensures ongoing engagement with customers and users through
feedback processing and continual service review