ITIL 4 Homework 1
Presentation
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Professional Development
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Professional Development
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Easy
Caryn Sarnicki
Used 43+ times
FREE Resource
10 Slides • 8 Questions
1
By your Rutgers ITIL 4 Foundation Trainers
2
Multiple Choice
Identify the missing word(s) in the following sentence:
A service is a means of enabling value co-creation by facilitating _______ that customers want to achieve.
the warranty
outcomes
the utility
outputs
3
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve.
4
Multiple Choice
Which describes outcomes?
Tangible or intangible deliverables
The functionality offered by a product or service
Results desired by a stakeholder
Configuration of an organization's resources
5
Which describes outcomes?
6
Multiple Choice
What are the two types of costs that a service consumer should evaluate?
The price of the service, and the cost of creating the service
The costs removed by the service, and the costs imposed by the service
The cost of provisioning the service, and the cost of improving the service
The cost of software, and the cost of hardware
7
What are the two types of costs that a service consumer should evaluate?
8
Multiple Choice
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
Value
An outcome
Warranty
A service offering
9
A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?
10
Multiple Choice
What is the definition of warranty?
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
A possible event that could cause harm or loss, or make it more difficult to achieve objectives
The functionality offered by a product or service to meet a particular need
11
What is the definition of warranty?
12
Multiple Choice
Which is NOT a key focus of the ‘information and technology’ dimension?
Security compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
13
Which is NOT a key focus of the ‘information and technology’ dimension?
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Which is NOT a key focus of the ‘information and technology’ dimension?
15
Multiple Choice
Which value chain activity ensures people understand the organization’s vision?
Improve
Plan
Deliver and support
Obtain/build
16
Which value chain activity ensures people understand the organization’s vision?
17
Multiple Choice
Which statement about the value chain activities is CORRECT?
Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship
Service value chain activities form a single workflow that enables value creation
Each value chain activity contributes to the value chain by transforming specific inputs into outputs
18
Which statement about the value chain activities is CORRECT?
By your Rutgers ITIL 4 Foundation Trainers
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