Name _____________________ ___/20

ITIL SMALL TEST 1

1. _________ is about how an organization manage the information systems that deliver
value to your customer. It refers to all the activities involved in this process, which include
planning, designing, delivering, operating, and controlling. While IT Systems Management
and Network Management are technology-focused, ___________ is more customer-
focused. There’s a big emphasis on continual improvement. This involves consistently
measuring and improving processes, IT services, and IT infrastructure. ___________ is a
framework or a set of ___________ best practices.
A. ITIL – ITIL – ITIL – ITSM
B. ITIL – ITSM – ITSM – ITIL
C. ITSM – ITSM – ITIL – ITSM
D. ITSM – ITIL – ITSM– ITIL

2. Which of the following statement of VALUE is INCORRECT?

A. Value is subject to the perception of stakeholders and means different things to different
people. Customer often do not judge product value or cost accurately or objectively, they
act on perceived value.
B. Customer value is the difference between the benefit customer gains from owing & using
a product and the cost of obtaining the product.
C. Value realization is perceived rather than being created. The value created by service
provider will not be termed as value, until the customer acknowledges it and confirms the
realization of the value basing on the intended purpose of service utilization and the service
experiences.
D. Value is the extent to which a product’s perceived performance matches a buyer’s
expectations.

3. In the past, organizations viewed themselves as “service providers”, and saw their role as
delivering value to their customers in a mono-directional manner, while the customer
 themselves plays no role in value creation. However, this model fails to take into
consideration the highly complex & interdependent service relationship that exist in reality,
in which value is _________ through an active collaboration between providers and
consumers as well as other part of service relationship. Stakeholders across the service
value chain contribute to the definition requirements, the design of service solution and
even to the service creation or provisioning itself.
A. Co-created
B. Separated
C. Shared
D. Eliminated

4. BSV wants to purchase mobile phone services for its employees from a wireless carrier
(service provider). The CIO will analyze the communication demand and define the
requirement of employees, then negotiate the contract and monitor the carrier’s
performance. The CFO will review the proposed service arrangement and authorize budget
for service consumption. The consumer roles of Employee, CIO, CFO are:
A. Customer – Sponsor – User
B. User- Customer – Sponsor
C. Sponsor – User – Customer
D. User- Sponsor - Customer

5. BSV’s capabilities includes the team that monitors the IT Infrastructure of customer, the
tools, environment, processes, physical (display systems, cable, electrical, AC etc.) & IT
infrastructure (servers hosting monitoring tool, laptop/desktop used by monitoring team
etc.). TB Bank adopt BSV’s remote IT Infrastructure monitoring services , specifically
monitoring and managing the performance of the server, network, database, storage
etc. components configured for net banking services, to ensure high availability of the e-
banking to their account holders. What is the role of those account holders to BSV?
A. User
B. Decision Maker
C. Stakeholder
D. Customer

6. Which of the following statement about PRODUCT is INCORRECT?

A. Product is any tangible/ intangible goods, services, or ideas, such as intellectual property
 created through a process that can be offered to a market to satisfy a want or need.
B. Product is not tailored to meet the need of different consumer group.
C. Product is a configuration of an organization’s resources designed to offer value for a
consumer.

7. Which of the following statements BEST describes SERVICE?

A. Service: 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.
B. Service: A means of enabling value co-creation by facilitating outcomes that customers
don’t want to achieve, without the customer having to manage specific costs and risks.
C. Service: A means of enabling value co-creation by facilitating outcomes that customers
want to achieve, in condition that the customer has to manage specific costs and risks.

8. Which joint activity performed by a service provider and consumer ensures continual value
co-creation based on agreed and available service offerings?
A. Business Relationship Management
B. Service Provision
C. Service Consumption
D. Service Relationship Management

9. BSV decides to implement an HR management intranet portal with attendance & leave
management, claim processing, payroll processing features etc. Currently, it is done
manually using MS Excel worksheet which is tedious and time consuming that leading to
errors and delay. The expected results can be categorized into:
-Intranet portal for claims submission = Output
-Improving speed of clearance, Reduced errors etc.=＿＿＿＿＿＿＿
-Improving productivity & employee satisfaction= Value
A. Outcome
B. Disadvantage
C. Side-effect
D. Risk

10. Refering to the previous HR intranet portal scenario, the_______________of the portal
service can be:
 -Submission of claims,
-Scanning & uploading of the proof documents,
-Defined templates, speed of processing etc.
A. Problem
B. Utility
C. Purpose
D. Input

11. Refering to the previous HR intranet portal scenario, the ____________ of the portal
service can be:
-the availability of portal like 24/7 available,
-can provide the concurrent access of 1000 users (capacity),
-every user has unique credentials to login (security),
-having a secondary site to ensure the continuous availability of the services even after
primary data centre fails due some reasons (continuity)
A. Warranty
B. Problem
C. Purpose
D. Input

12. Refering to the previous HR intranet portal scenario, some COST is removed by utlizing of
the service and at the same time BSV has to invest some COST to consume this service.
-website, hosting server, internet, data centre, procurement, staff training etc= __________
- cost associated with printing to submit the claim = COST REMOVED
A. Fixed Cost
B. Opportunity Cost
C. Cost Imposed
D. Variable Cost

13. Refering to the previous HR intranet portal scenario, some RISK is removed by utlizing of
the service and at the same time some RISK is introduced. The Risk Introduced can be:
1. delay in submission & processing claims
2. unavailability of the HR Portal
3. impact on productivity
4. degraded performance
 5. employee dissatisfaction etc.
6. time taken by an employee to get used to portal environment etc.
A. 123
B. 456
C. 246

14. The four dimensions model of service management defines 4 keys which are critical to the
effective & efficient facilitation of _____________ to customer & stakeholder in the form of
product & service.
A. Profit
B. Cash
C. Resource
D. Value

???
15. Key considerations of the 1st dimension Organizations and People are:
 Organizational structure: Are your organizational structures (hierarchies, teams,
roles, and responsibilities) geared to enable value creation? Can activity be
clearly mapped to roles?
 Governance: Do your governance structures balance flexibility versus risk? Are
people free to make decisions and adapt the way they work?
Culture: Is your culture collaborative? Are people focused on delivering value to
customers, or operating processes and technologies?
 _______________: Do your level of interface and coordination support
teams working together to deliver value? What is the potential impact on
the customer if your team fail to communicate?
 Capacity: Do you have enough people with broad knowledge + deep
specialization to support your practices/capabilities? Are human capacity
bottlenecks slowing down value delivery?
 Competence: Are your people trained to operate and manage services and
value streams in an efficient manner? Where can weaknesses be remedied with
education?
 Interfaces: What are the face-to-face and digital touchpoints between
teams? Do these support the flow of your value streams?
A. Relation & Team Bond
B. Communication & Collaboration
C. Leadership
D. Skill

16. The 2nd dimension indicate the information & knowledge necessary created, managed, used
in the course of service provision and consumption, as well as the technologies required
that support and enable the management of service.

Technology that supports IT-enabled service can be IT architecture, DB, Blockchain,

Cognitive computing, Application, Communication System, AI, Cloud Computing.
Technology that supports ITSM can be workflow management, knowledge base, analytical
tool, inventory system, remote collaboration, cloud solutions, etc.

Many IT-enabled service rely on the availability, reliability, accessibility, accuracy,

timeliness, relevance of Information Management to deliver value. And ____________ has
 become key in how we manage information and technology. As a result, the warranty
aspects of services (i.e. availability, capacity, security and continuity) are increasingly
determined by how information is managed and technology is used.
A. Technology Architecture
B. Insurance
C. Organization Culture
D. Security

17. The relationship with partners and suppliers is usually defined based on what the
organization needs. The organization, and its partners and suppliers, must have a common
understanding of how their collaborative efforts delivers value through outcomes, and
what is expected from both parties regarding value creation.
One of the ways organizations are managing their interactions with partners and suppliers
is through a framework called SIAM (____________________), which involves using an
integrator to enact and manage common, coordinated processes across multiple partners
and suppliers.
A. Service Integration and Management
B. Service Is Automated Management
C. Sexy Intelligent Adorable Me
D. See Ignore Act Meet

18. Value streams and processes focus mainly on how various parts of the organization work in
___________________ way to enables and ensures the value creation across all
stakeholders through product & service.
A. Independent & Isolated
B. Integrated & Coordinated
C. Effective & Efficient
D. Fast & Smart
19. Process is “A set of interrelated or interacting activities that transform________ into
__________”. A process comprises of well-defined procedures, activities, work-
instructions, templates, roles & responsibilities.
A. Product, Money
B. Outputs, Inputs
C. Inputs, Outputs
D. Service, Profit

20. The four dimensions are influenced by many ______________factors which are beyond the
control of Service value systems (SVS). That is, Political, Economic, Social, Technological,
Legal and Environmental (PESTLE).
A. Internal
B. Background
C. External
D. Unexpected