ITIL-5-Foundation Practice Questions

A.  

The operating model defines the organization ' s financial strategy to achieve its purpose

B.  

The organization ' s purpose determines why it exists, while the operating model shows how it fulfils that purpose

C.  

The operating model replaces the organization ' s purpose once the value chain is defined

D.  

The purpose and operating model are unrelated because one focuses on customers and the other on internal processes

A.  

Mapping identifies how value flows, while management ensures the value stream performs effectively over time

B.  

Mapping is used only for reporting, while management is used only for auditing

C.  

Mapping applies to services, while management applies to products

D.  

Mapping focuses on cost control, while management focuses on risk avoidance

A.  

It includes only the activities visible to the service provider

B.  

It applies exclusively to modern, technology-based digital service models

C.  

It represents all aspects visible between provider and consumer organizations

D.  

It defines the complete path of the customer ' s service journey

A.  

By replacing people with technology across all functions

B.  

By optimizing processes before automating them

C.  

By automating all activities immediately

D.  

By automating processes before optimizing them

A.  

To define processes and workflows for value creation

B.  

To enable value co-creation by facilitating customer outcomes

C.  

To replace product management practices with service management

D.  

To ensure compliance with policies and external regulations

A.  

By ensuring skills, culture, and communication support value creation

B.  

By defining the technologies used to deliver services

C.  

By managing relationships with external organizations

D.  

By automating workflows across value streams

A.  

Any change of state significant for management

B.  

An unplanned interruption to a service or reduction in service quality

C.  

A cause of one or more interruptions

D.  

A flaw or vulnerability in a service

A.  

The ITIL Value System

B.  

The ' deliver ' and ' support ' value chain activities

C.  

The ' focus on value ' ITIL Guiding Principle

D.  

The ' value streams and processes ' dimension

A.  

To assist users and maintain service performance

B.  

To design service architectures

C.  

To build solution components

D.  

To discover new business opportunities

A.  

Build

B.  

Transition

C.  

Deliver

D.  

Operate