ITIL V4 questions and answers & notes

 

1.What does ITIL 4 stand for?

• Information technology infrastructure library (ITIL) is a series of practices in IT Service Management (ITSM) for aligning operations and services.                                                                              

 2.What are the 4 ITIL functions?

• ITIL 4 includes the Four Dimensions of Service Management (rather than the Four P's of Service Design in ITIL v3/2011.) These include: Organizations and People; Information and Technology; Partners and Suppliers; and Value Streams and Processes.

 3.What is ITIL®?

•   ITIL is a set of framework for IT service Management that helps in aligning IT services with the requirements of business.

4.What are the benefits of ITIL?

      As an IT Company can

1.           Reduced IT costs

2.           Enhanced IT services

3.           Improved Productivity

4.     Better management of business risk and service disruption

5.     Improved customer satisfaction by delivering efficient services

6.     Address Service Management Challenges

5.What are the 4 Ps of ITIL®?

• 1.         Organization and People
• 2.         Information and Technology
• 3.        Partners and Suppliers
• 4.         Value Streams and Processes

6.What is ITSM?

•    ITSM(Information Service Management) is a framework designed to standardize the selection,      planning, delivery, maintenance and overall lifecycle of IT services within a business. It focuses on how an organisation maintains IT  services for customers.

7.Explain the Service Value System?

•     The ITIL SVS describes how all the components and activities of the organization work together as a system to enable value creation.

8.What are the Guiding Principles in the Service Value System?

These are 7 Principles of SVS :

1.     Focus on Value

2.     Start where you are

3.     Progress iteratively with feedback

4.     Collaborate and Visibility.

5.     Think and work holistically

6.     Keep it simple and Practical

7.     Optimize and automate

9. Explain the role of Service Operation in ITIL®.

• The goal of service operation is to maintain day-to-day services to the point that there are no issues. When issues do occur service operation principles dictate response based on business priority. Service feedback from service operation throughout the ITIL service lifecycle enables continual service improvement.

10.What is a service

•   something that meets a need or fulfills a demand It Depends on the Customer’s needs 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.

11.What is an Outcome

•   Outcomes are the changes in conditions that indicate progress toward a project's goals. Outcomes are specific Results. It would be a give Positive/Negative Out put 

12.Name a few businesses that use ITIL

• 1.     Disney
• 2.     Google
• 3.     Uber
• 4.     Spotify

13.what is the difference between a supplier and a vendor

• The supplier provides products and services to consumers but does not have goals with its consumers. (Organizational Perspective)
• The vendor refers to an organization that sells a product or service to a customer. They have goals and motives with its Clints. (Clints Perspective)

 

01. How should an organization include third-party suppliers in the continual improvement of services?

a) Ensure suppliers include details of their approach to service improvement in contracts

b) Require evidence that the supplier uses agile development methods

c) Require evidence that the supplier implements all improvements using project management practices

d) Ensure that all supplier problem management activities result in improvements

 

02. What is the reason for using a balanced bundle of service metrics?

a) It reduces the number of metrics that need to be collected

b) It reports each service element separately

c) It provides an outcome-based view of services

d) It facilitates the automatic collection of metrics

 

03. Why should incidents be prioritized?

a) To help automated matching of incidents to problems or known errors

b) To identify which support team the incident should be escalated to

c) To ensure that incidents with the highest business impact are resolved first

d) To encourage a high level of collaboration within and between teams

 

04. Which guiding principle recommends assessing the current state and deciding what can be reused?

a) Focus on value

b) Start where you are

c) Collaborate and promote visibility

d) Progress iteratively with feedback

 

05. How do all value chain activities transform inputs to outputs?

a) By determining service demand

b) By using a combination of practices

c) By using a single functional team

d) By implementing process automation

 

06. Which practice ensures that accurate and reliable information is available about configuration items and the relationships between them?

a) Service configuration management

b) Service desk

c) IT asset management

d) Monitoring and event management

 

07. What does the 'service request management' practice depend on for maximum efficiency?

a) Compliments and complaints

b) Self-service tools

c) Processes and procedures

d) Incident management

 

08. Which term describes the functionality offered by a service?

a) Cost

b) Utility

c) Warranty

d) Risk

 

09. Why should service desk staff detect recurring issues?

a) To help identify problems

b) To escalate incidents to the correct support team

c) To ensure effective handling of service requests

d) To engage the correct change authority

 

10. What is the effect of increased automation on the 'service desk' practice?

a) Greater ability to focus on customer experience when personal contact is needed

b) Decrease in self-service incident logging and resolution

c) Increased ability to focus on fixing technology instead of supporting people

d) Elimination of the need to escalate incidents to support teams

Answers:

Question: 01 Answer: a	Question: 02 Answer: c	Question: 03 Answer: c	Question: 04 Answer: b	Question: 05 Answer: b
Question: 06 Answer: a	Question: 07 Answer: c	Question: 08 Answer: b	Question: 09 Answer: a	Question: 10 Answer: a

Key characteristics of cloud computing include:

on-demand availability (often self-service)

network access (often internet access)

resource pooling (often among multiple organizations)

rapid elasticity (often automatic)

measured service (often from service consumer’s perspective)

Value stream

A series of steps an organization undertakes to create and deliver products and services to consumers.

Process

A set of interrelated or interacting activities that transform inputs into outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes define the sequence ofactions and their dependencies.

Risk

A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.

Cost The amount of money spent on a specific activity or resource.

Outcome A result for a stakeholder enabled by one or more outputs

Output  A tangible or intangible deliverable of an activity

Service consumption :

Activities performed by an organization to consume services. Service consumption includes: management of the consumer’s resources needed to use the service service actions performed by users, including utilizing the provider’s resources, and requesting service actions to be fulfilled.

Service consumption: may also include the receiving (acquiring)of goods.Service relationship management  Joint activities performed  by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Service relationship :A cooperation between a service provider and service consumer. Service relationships include service provision, service consumption, and service relationship management.Service provision Activities performed by an organization to

provide services. Service provision includes:

management of the provider’s resources, configured to deliver the service ensuring access to these resources for users fulfilment of the agreed service actions service level management and continual improvement. Service provision may also include the supplying of goods.

Service offering : A formal description of one or more services, designed to address the needs of a target consumer group. A service offering may  include goods, access to resources, and service actions.Services A means of enabling value co-creation by facilitating

outcome : that customers want to achieve, without the customer

having to manage specific costs and risks.

Product : A configuration of an organization’s resources

designed to offer value for a consumer