ITIL 4 Quiz – Chapter 4

1. Which describes the nature of the guiding principles?

a. A guiding principle is mandatory and must be used when adopting a new service within
the organization
b. A guiding principle is specific and only applies to one initiative within the organization
c. An organization must implement the guiding principles exactly as defined by ITIL 4
Foundation manual
d. A guiding principle is a recommendation used as a guidance in all circumstances

2. Which guiding principle is most affected by the customer experience (CX)?

a. Progress iteratively with feedback
b. Focus on value
c. Think and work holistically
d. Start where you are

3. Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders
for students. Currently, exam vouchers are fulfilled manually by a staff member once the order
is received from the student by copying and pasting the voucher number from a spreadsheet
into an email template and sending out the email to the students. Before attempting to
automate this fulfillment process, the team lead takes an inventory of the current services,
processes, and procedures that are being used by the voucher fulfillment team to see if they
might be able to be reused. What guiding principle best describes this scenario?
a. Progress iteratively with feedback
b. Focus on value
c. Think and work holistically
d. Start where you are

4. Dion Training Solutions has decided to create an online course for the ITIL 4 Foundation exam.
The company developed their curriculum and then invited 50 students to participate in live
training to determine if the training was effective. During the training, some students didn't
understand the concept of the service value chain, so the instructor rewrote that portion of the
curriculum. Which guiding principle is being demonstrated by this approach to curriculum
development?
a. Progress iteratively with feedback
b. Focus on value
c. Think and work holistically
d. Start where you are

5. You are working to design a new service for internal use across your organization. As part of
your design efforts, you form a small team with relevant stakeholders from the human
resources, information technology, sales, and other relevant departments to ensure the service
adequately meets each department's needs and hope this results in great acceptance of the
service when delivered. Which guiding principle best describes this scenario?
a. Collaborate and promote visibility
b. Focus on value
c. Think and work holistically
d. Start where you are
6. Which ITIL concept describes the service value chain?
a. Seven guiding principles
b. Four dimensions of service management
c. Service value system
d. Practices

7. What operating model outlines the key activities required to respond to demand and facilitate
value realization through the creation and management of products and services?
a. Continual improvement
b. Service Value Chain
c. Practices
d. Guiding Principles

8. Which value chain activity includes portfolio decisions for design and transition?
a. Engage
b. Improve
c. Plan
d. Deliver and support

9. Which step of the continual improvement model states that "each improvement initiative
should support the organization's goals and objectives"?
a. Where are we now
b. What is the vision
c. Where do we want to be
d. How do we get there

10. Bridgett is leading an improvement initiative within your company. She has been told that the
company wants to have the highest customer satisfaction in the industry. Currently, the
company has a customer satisfaction rating of 92% but the industry leader has an average of
94%. Bridgett decides that the company should set their goal of obtaining a 96% customer
satisfaction score within the next 12 months. What step of the continual improvement model is
Bridgett currently in?
a. What is the vision
b. Where do we want to be
c. How do we get there
d. Where are we now

11. How does 'service request management' contribute to the 'improve' value chain activity?
a. It ensures that users continue to be productive when they need assistance from the
service provider
b. It collects user-specific requirements, sets expectations, and provides status updates
c. It analyzes data to identify opportunities to provide new service request options
d. It acquires pre-approved service components to help fulfill service requests

12. Which of the following is NOT an activity within the service value chain?
a. Plan
b. Engage
c. Delivery and support
d. Practice
13. Your company has recently engaged a new supplier to provide you with 3 routers that will
handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is
currently configuring the devices in preparation for installation into the network architecture
based upon the design requirements. Which value chain activity would best categorize your
configuration actions in this scenario?
a. Design and transition
b. Engage
c. Obtain/Build
d. Delivery and support

14. You are working as a service desk manager. One of your analysts has created a new workaround
for a problem that has been causing issues for users for the last few hours. To ensure all users
across the network are notified of this workaround, you decide to post the workaround on the
front page of your user service portal on the intranet. During which value chain activity would
this occur?
a. Plan
b. Improve
c. Engage
d. Obtain/Build

15. How does 'service level management' contribute to the 'engage' value chain activity?
a. Collects feedback during interactions and communicates service performance objectives
to the operations and support teams
b. Provides feedback from interactions with customers into new or changed services
c. Collects and processes feedback from customers and users
d. Provides information about the actual service performance and trends

16. Which ITIL concept describes continual improvement?

a. Service value system
b. Four dimensions of service management
c. Service Value Chain
d. Practices

17. Which of the following is NOT an activity within the service value chain?
a. Service relationships
b. Improve
c. Design and transition
d. Obtain/Build

18. Which value chain activity ensures continual improvement of products, services, and practices
across all value chain activities and the four dimensions of service management?
a. Improve
b. Plan
c. Deliver and support
d. Obtain/Build
19. Betsy has been hired by your company to lead the process improvement efforts. You have
shared with her the overall vision for the process improvement and she begins to analyze your
current resources, processes, and metrics. What step of the continual improvement model is
Betsy performing?
a. What is the vision
b. Where do we want to be
c. How do we get there
d. Where are we now

20. In terms of incident management, which value chain activity uses incident records as an input to
improvement activities based on the incident frequency and severity?
a. Engage
b. Improve
c. Design and transition
d. Deliver and support

21. Which of the following is NOT an activity within the service value chain?
a. Plan
b. Obtain/Build
c. Continual improvement
d. Engage

22. Your organization is currently designing a new service for implementation. The team designing
the service has decided to focus on value during the design efforts. What best describes 'focus
on value' in this context?
a. Mandatory actions
b. Guiding principles
c. Governance
d. Value

23. Fill in the blank. [?] is/are defined as a recommendation that can guide an organization in all
circumstances and will guide organizations when adopting service management.
a. Guiding principles
b. Service value chain
c. Focus on value
d. Governance

24. Which value chain activity would best be used to categorize the actions of the service desk when
they are responding to a consumer's request for assistance?
a. Obtain/Build
b. Improve
c. Design and transition
d. Deliver and support

25. Which value chain activity ensures that service components are available when and where they
are needed and meet agreed specifications?
a. Improve
b. Deliver and support
c. Obtain/Build
d. Design and transition
26. Which value chain activity includes portfolio decisions for design and transition?
a. Engage
b. Improve
c. Plan
d. Deliver and support

27. Which activity is not realized via governance?

a. Evaluate
b. Oversee
c. Direct
d. Monitor

28. The purpose of the [?] value chain activity is to ensure a shared understanding of the vision, current
status, and improvement direction for all four dimensions and all products and services across the
organization.
a. Engage
b. Improve
c. Plan
d. Deliver and support

29. The purpose of the [?] value chain activity is to provide a good understanding of stakeholder needs.
a. Engage
b. Improve
c. Plan
d. Deliver and support

30. The purpose of the design and transition value chain activity is to ensure that products and services
continually meet stakeholder expectations for quality, costs, and time to market.
a. Engage
b. Improve
c. Design and transition
d. Deliver and support