Service Value System

Question 1

What describes how components and activities work together to facilitate value creation?
A. The ITIL service value system
B. The ITIL guiding principles
C. The four dimensions of service management
D. A service relationship

Answer 1

A. The ITIL service value system

Question 2

Which includes governance, management practices, and continual improvement?
A. The service value system
B. The ‘deliver and support’ value chain activity
C. The ‘focus on value’ guiding principle
D. The ‘value stream and processes’ dimension

Answer 2

A. The service value system

Question 3

What includes governance as a component?
A. Practices
B. The service value chain
C. The service value system
D. The guiding principles

Answer 3

C. The service value system

Question 4

Which are elements of the service value system?
A. Service provision, service consumption, service relationship management
B. Governance, service value chain, practices
C. Outcomes, utility, warranty
D. Customer value, stakeholder value, organization

Answer 4

B. Governance, service value chain, practices

Question 5

Which does the ITIL service value system discourage?
A. Coordinated authorities and responsibilities
B. Organizational silos
C. Interfaces among practices
D. Organizational agility

Answer 5

B. Organizational silos

Question 6

Which is NOT a component of the service value system?
A. The service value chain
B. Opportunity and demand
C. Continual improvement
D. Governance

Answer 6

B. Opportunity and demand

Question 7

Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?
A. Service relationship management
B. Service consumption
C. The service value system
D. The ‘release management’ practice

Answer 7

C. The service value system

Question 8

Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer 8

D. 1 and 4

Question 9

Which is an input to the service value system?
A. A need from consumers for new or changed services.
B. The system of directing and controlling an organization
C. A model to help meet stakeholders’ expectations
D. Recommendations to help an organization in all aspects of its work

Answer 9

A. A need from consumers for new or changed services.