Name _____________________

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ITIL SMALL TEST 2

1. ITIL®4 Service Value System (SVS) describes how all the components and activities of the
organization work together as a system to continually co-create value with all stakeholders
through the use and management of products and service. The key input to the SVS are
___________ and ___________. The outcome of the SVS is Value for the organization, its
customer & stakeholders.
A. Opportunity, Demand
B. Resource, Want
C. Technology, People
D. Service, Product

???

2. Principle 1: Focus on Value

#1st step: Determine who will receive value
 Who the service consumer is?
  Who the key stakeholders are?
#2nd step: Understand consumer’s perspective of value

 Why customer uses the service?

 What the service help them to do?
 How the service help them to achieve their goal?
 The cost & risk involved for the service consumer?
#3rd step: Actively manage _____________, which can be defined as the entirely of the
interactions a customer has with the service & service provider.
A. Service Relationship
B. Consumer’s Perspective of Value
C. Technology, People
D. Customer/User Experience

3. Principle 2: Start where you are

It is always recommended to first leverage on the ____________ before considering anything
further.
#1st step: The existing system has to be assessed, measured and observed to get a proper /
correct understanding of the current state. The measurement metrics used (considered) for
assessment should be appropriate, which can provide the insight, supporting the analysis for
right decisions.
#2nd step: The possibility of re-using them as applicable & feasible should then be
determined.
A. New Service
B. Existing Service
C. Most Profitable
D. Least Risky

4. Principe 3: Progress iteratively with feedback

Even huge initiatives must be accomplished iteratively by organizing work into smaller,
manageable improvement efforts. As the iteration progresses, there should be continuous
feedback mechanism throughout the life cycle, for evaluating and validating the progress of
the changes being done. Understand the big picture, working in a timeboxed, iterative
manner with ___________ embedded into the process allows for greater flexibility, faster
 response to customer and business needs, the ability to discover and respond to failure
earlier, an overall improvement in quality.
A. Analysis Paralysis
B. Quality Assurance
C. Feedback Loop
D. Interface with Stakeholders

5. Principe 4: Collaborate & Promote Visibility

Working together in collaboration is emphasized over working in a silo culture. Which means,
rather than depending on just individual excellence, working collaboratively brings
excellence through involvement and engagement of the stakeholders in services and service
management throughout the life-cycle of the services. It is required to establish the right
________________ channels so that stakeholders gain sufficient visibility of the workload,
progression of work. This approach enables organization to improve service in a more
responsive and targeted manner.
A. Communication
B. Instruction
C. Youtube
D. Sales

6. Principe 5: Think and work holistically

While establishing and managing an IT service, one needs to know the ____________ of the
service and service management system. A bird’s eye view and a clear understanding is
needed of how all the components of the service organization are integrated and functioned
together as a whole. To understand this, it is required to have end-to-end visibility of entire
systems, of how demand is captured and translated into outcome.
Customer
A. Business Goal
B. Overall Picture
C. Value Delivery
D. Requirement

7. Principle 6: Keep it Simple and Practical

Always use outcome-based thinking to establish the _________ required steps in an
approach or process to produce practical solutions that achieve the objectives and deliver
 value. Do fewer things but do them better. Simplifying activities to include only those
contribute to the value creation for one or more stakeholders is the best route to achieve
quick wins, which allow organization to more focus on the quality, demonstrate progress and
manage stakeholder expectations.
A. Complex
B. Cost Minimized
C. Outcome Maximized
D. Minimum

8. Principle 7: Optimize and Automate

Organization must maximize the value of the work carried out by their human and technical
resources. Automation by using technology can help to scale up and take on frequent,
repetitive tasks, allowing human resources to be used for more complex decision making.
However, automation could also mean the ______________ and streamlining of manual
tasks to allow decision to be made automatically by reducing the need for human
involvement.
A. Optimization
B. Stabilization
C. Standardization
D. Minimization

9. An Organization embraces a governance structure through which the organization’s direction

and control mechanism is established. Governance considers and demonstrates three main
activities:
______________: focuses on assessing the organization, its strategy, its portfolios, organizational
relationships with other entities and individuals. The governing body ensures the evaluation of the
organization regularly to ensure the needs of the stakeholders are met and to keep the organization
aligned and in compliance with evolving circumstances in an organizational environment.
______________: refers to the assignment of responsibilities by a governing body, which ensures
preparing and implementing strategies and policies for the organization.
______________: The organization’s performance is monitored by the governing body on a continual
basis. It monitors the performance of the organization, its practices, processes, services & products. By
monitoring, the governing body ensures that the performance of the organization is as per the set
directions and complying to defined policies.
A. Evaluate – Direct - Monitor
B. Direct – Monitor -Evaluate
C. Plan - Delegate – Control
 D. Plan-Do-Check

10. ITIL Service Value Chain includes 6 __________ activities representing the step an
organization takes in the creation of value. These activities can be combined and integrated
in a myriad of ways to create a “journey” starting from demand/opportunity and ending with
value creation, that reflects how the service provider completes work. ITIL 4 calls this
“journey” a __________, and each one represents how the organization responds to
particular scenarios or types of demand, opportunity. There is only one __________ which is
the way that an organization operates, but each organization may have many different
____________and these are likely to be completely different to those in another organization.
A. Value Chain – Value Stream – Value Stream – Value Chains
B. Value Chain – Value Stream – Value Chain – Value Streams
C. Value Streams – Value Chains – Value Stream - Value Chains
D. Value Streams– Value Chain – Value Chain – Value Streams

11. The purpose of Continual Improvement Model is to ensure the service and product remains
aligned to the business continuously. It can be used as a high-level guide to support
improvement initiatives.

???
 A. Review the direction
B. Executing the market research
C. Do benchmark studying
D. Define specific, measurable, attainable, relevant, time-bound targets

12. ITIL®4 defines 34 management practices to adopt the modern organization dynamics. Which
of the following is NOT an component of ITIL SVS Practices?
A. IT Service Transition Practices
B. General Management Practices
C. Service Management Practices
D. Technical Management Practices