Concepts

Question 1

What are the Four Dimensions of Service Management

Answer 1

Organizations & People
Information & Technology
Partners & Suppliers
Value Streams & Processes

Question 2

What are the parts of the Service Value System

Answer 2

Guiding Principles
Governance
Service Value Chain
Practices
Continual Improvement

Question 3

What are the The Seven Guiding Principles

Answer 3

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

Question 4

What are the components of the Service Value Chain?

Answer 4

Demand
Plan
Improve
Engage
Design & Transition
Obtain/build
Delivery & Support
Product & Services
Value

Question 5

What are the three ITIL Practices

Answer 5

General management practices
Service management practices
Technical management practices

Question 6

Key concepts of creating value with services

Answer 6

Cost
Value
Organization
Outcome
Output
Risk
Utility
Warranty