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Last Updated: Aug 20, 2026
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| Section | Objectives |
|---|---|
| Topic 1: The Four Dimensions of Service Management | - Partners and suppliers - Organizations and people - Value streams and processes - Information and technology |
| Topic 2: ITIL Service Value System (SVS) | - Service Value Chain activities
|
| Topic 3: ITIL Practices Overview | - General management practices - Service management practices - Technical management practices |
| Topic 4: Key Concepts of Service Management | - Value creation through services
|
| Topic 5: ITIL Guiding Principles | - Core guiding principles
|
1. Which of the following is the BEST description of a centralized service desk?
A) The desk is co-located within or physically close to the user community it serves
B) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C) There is a single desk in one location serving the whole organization
D) The desk provides 24 hour global support
2. What do major incidents require?
A) Longer timescales
B) Less urgency
C) Less documentation
D) Separate procedures.
3. What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
A) How do we keep the momentum going?
B) What is the return on investment (ROI)?
C) How much did it cost?
D) What is the value on investment (VOI)?
4. What are sources of best practice?
A) Customers, suppliers, advisors
B) Substitutes, regulators, customers
C) Industry practices, academic research, training and education
D) Competition, compliance, commitments
5. Why is it important for service providers to understand patterns of business activity (PBA)?
A) Demand for the services delivered by service providers are directly influenced by PBA
B) Understanding PBA is the only way to enable accurate service level reporting
C) PBA are based on organizational roles and responsibilities
D) IT service providers CANNOT schedule changes until they understand PBA
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
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