The SVS (service value system) represents how:
A) the various components and activities of the organization work together to facilitate value creation
... [Show More] through IT-enabled services.
B) processes work together to create value in the form of useful products for customers.
C) various functions and processes work together to output products that are valuable to customers.
D) departments within the IT service provider work together to create value for consumers.
the various components and activities of the organization work together to facilitate value creation through IT-enabled services.
The ultimate outcome of the service value system is:
A) reliable applications that enable a higher level of throughput.
B) products that are delivered more frequently so the customer can benefit from added functionality.
C) a value that is experienced through IT-enabled products and services.
D) IT-enabled service that includes high-quality products and supporting services.
a value that is experienced through IT-enabled products and services.
___________ helps to codify the organization's culture and behavior, from strategic decision making to day-to-day operations.
A) Continual improvement
B) ITIL guiding practice
C) ITIL guiding principle
D) ITIL service value chain
ITIL guiding principle
The four dimensions model is used to ensure:
A) that the four steps of IT service development and provider are followed.
B) a complete and profitable approach to service management.
C) that the organization's SVS remains balanced and effective.
D) a rational and prudent approach to IT service management.
that the organization's SVS remains balanced and effective.
Which of the following are not parts of the four dimensions model?
A) Information and technology
B) Organizations and processes
C) Value streams and processes
D) Partners and suppliers
Organizations and processes
Which component describes how the components and activities of an organization interact to create value through IT-enabled services?
A) SWOT
B) CSF
C) SVS
D) SIAM
SVS
Which of the following components of the ITIL SVS enables organizations to adapt to the changing demands of stakeholders effectively, efficiently, and expediently?
A) Continual improvement
B) ITIL service value chain
C) Governance
D) ITIL guiding practice
ITIL service value chain
All of the following are the core components of the ITIL SVS except for which one?
A) Continual improvement
B) ITIL decisions
C) ITIL practices
D) Governance
ITIL decisions
Service management is a set of specialized organizational _____ for enabling value for customers in the form of services.
A) products
B) capabilities
C) assets
D) resources
capabilities
A _______ is a means of enabling value co-creation by facilitating outcomes desirable to customers—without their having to manage cost and risk.
A) information
B) process
C) service
D) product
service
Value is defined as:
A) a perception that a service provider receives when the service is doing what they want.
B) the perceived benefits, usefulness, and importance of something.
C) a perception that is always delivered by service providers.
D) quantifiable in terms of cost/benefit to the consumer.
the perceived benefits, usefulness, and importance of something.
Service consumption includes:
A) possibly supplying of goods.
B) fulfillment of agreed-upon service actions.
C) management of the provider's resources configured to deliver the service.
D) possibly acquisitions of goods.
possibly acquisitions of goods.
_______ are configurations of an organization's resources that are created and supplied by the organization to offer value to the organization's consumers.
A) Values streams
B) Processes
C) Products
D) Technologies
Products
______ is the functionality offered by a product or service to meet a particular need.
A) Value co-creation
B) Value
C) Warranty
D) Utility
Utility
Which of the following is not a true statement about a risk?
A) It makes the achievement of objectives more difficult.
B) It is a possible event that could cause harm or loss.
C) It implies an uncertainty of outcome.
D) It measures the probability of only negative outcomes.
It measures the probability of only negative outcomes.
Who among the following authorizes the budget for the consumed service?
A) User
B) Consumer
C) Sponsor
D) Customer
Sponsor
A service consumer is a generic role that can include one or more specific roles, such as:
A) users, customers, and sponsors.
B) customer, provider, or technician.
C) internal customers, external customers, and suppliers.
D) suppliers, customers, and decision-makers.
users, customers, and sponsors.
What is a tangible or intangible deliverable of an activity?
A) Output
B) Utility
C) Value
D) Outcome
Output
Which of the following is not one of the six factors of the acronym PESTLE?
A) Social
B) Technical
C) Political
D) Economic
Technical [Show Less]