Last Updated: Aug 19, 2026
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| Section | Objectives |
|---|---|
| Key Concepts of Service Management | - Value, outcomes, costs, and risks - Services and service relationships |
| ITIL Practices Overview | - Service management practices - General management practices (e.g., incident, change, problem management) - Technical management practices |
| The Four Dimensions of Service Management | - Information and technology - Organizations and people - Partners and suppliers - Value streams and processes |
| ITIL Service Value System (SVS) | - Guiding principles - Continual improvement - Governance - Service value chain |
1. Which statement about 'continual improvement' is CORRECT?
A) All improvement ideas should be logged in a single 'continual improvement register'
B) 'Continual improvement' should have minimal interaction with other practices
C) A single team should carry out 'continual improvement' across the organization
D) Everyone in the organization is responsible for some aspects of 'continual improvement'
2. Which service management dimension is focused on activities and how these are coordinated?
A) Organizations and people
B) Value streams and processes
C) Information and technology
D) Partners and suppliers
3. Which includes governance, management practices, and continual improvement?
A) The service value system
B) The 'value stream and processes' dimension
C) The 'focus on value' guiding principle
D) The 'deliver and support' value chain activity
4. How should an organization adopt continual improvement methods?
A) Select a few key methods for the types of improvement that the organization handles
B) Build the capability to use as many improvement methods as possible
C) Use a new method for each improvement the organization handles
D) Select a single method for all improvements that the organization handles
5. When should a change request be submitted to resolve a problem?
A) As soon as a solution for the problem has been identified
B) As soon as a workaround for the problem has been identified
C) As soon as the analysis of cost, risks and benefits justifies the change
D) As soon as the analysis of the frequency and impact of incidents justifies the change
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: C |
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