Which ITIL 4 guiding principle focuses on understanding and shaping customer experiences and outcomes?

Collaborate and promote visibility

In ITIL 4, what does the 'Service Value System (SVS)' describe?

How all the components and activities of the organization work together to enable value creation

The configuration items that make up a service

How all the components and activities of the organization work together to enable value creation

The financial cost of providing a service

The individual technology components supporting a service

What is the primary goal of 'problem management' in ITIL 4?

To identify the root cause of incidents and prevent recurrence

To restore service as quickly as possible after an incident

To identify the root cause of incidents and prevent recurrence

To manage changes to IT infrastructure

To provide a single point of contact for users

In ITIL 4, what is a 'service relationship'?

A means of enabling value co-creation between the service provider and service consumer

A formal contract between a service provider and a customer

A description of how two services interact with each other

A cooperation between two organizations to provide a shared service

A means of enabling value co-creation between the service provider and service consumer

In ITIL 4, what does the 'Service Value System (SVS)' describe?

How all the components and activities of the organization work together to enable value creation

What is the primary goal of 'problem management' in ITIL 4?

To identify the root cause of incidents and prevent recurrence

In ITIL 4, what is a 'service relationship'?

A means of enabling value co-creation between the service provider and service consumer

ITIL V4: Mastering Service Management

Which ITIL 4 guiding principle focuses on understanding and shaping customer experiences and outcomes?

In ITIL 4, what does the 'Service Value System (SVS)' describe?

Which ITIL practice is responsible for managing relationships with suppliers and their performance?

What is the primary goal of 'problem management' in ITIL 4?

In ITIL 4, what is a 'service relationship'?

Which of the following is NOT a dimension of Service Management?

What does the 'Continual Improvement' practice focus on?

Which ITIL 4 practice involves managing the flow of new or changed components into live environments?

What is the purpose of the 'Service Level Management' practice in ITIL 4?

Which ITIL 4 principle advocates for understanding the 'big picture' and how different parts of the organization interact?

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ITIL V4: Mastering Service Management

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