3.1 Describe the Four Dimensions of Service Management ITIL-4-FOUNDATION Practice Questions (Page 2)

Questions 6–10

1. 6foundation · easy

   Why are the four dimensions of service management considered interconnected?

   • ABecause they are defined by external regulatory bodies
   • BBecause changes in one dimension can affect the others
   • CBecause they are only relevant to large organizations
   • DBecause they all focus on the same aspect of service management
   Reveal Solution Discussion Select an answer first
2. 7application · medium

   A bank is introducing a new mobile banking service. The project team has designed the technology platform and mapped the customer journey, but they have not yet defined the roles and responsibilities for operating the service or the approval process for changes. According to the four dimensions of service management, which two dimensions are being neglected?

   • AOrganizations and people, and value streams and processes
   • BValue streams and processes, and information and technology
   • CPartners and suppliers, and organizations and people
   • DInformation and technology, and partners and suppliers
   Reveal Solution Discussion Select an answer first
4. 8expert · hard

   A hospital is considering outsourcing its IT support to a third-party provider. The hospital has strict data privacy requirements and needs 24/7 support. The provider offers 24/7 support but is located in a country with different data protection laws. What should the hospital do?

   • AAccept the provider because 24/7 support is more important than data privacy
   • BNegotiate a contract that includes data protection clauses and verify compliance
   • CReject the provider because data privacy cannot be ensured with an offshore provider
   • DFocus only on the information and technology dimension by encrypting all data
   Reveal Solution Discussion Select an answer first
5. 9foundation · easy

   Which set correctly lists the four dimensions of service management as defined in ITIL 4?

   • AValue, outcomes, costs, risks
   • BPeople, process, technology, partners
   • CStrategy, design, transition, operation
   • DOrganizations and people, information and technology, partners and suppliers, value streams and processes
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   What is the likely consequence of neglecting one of the four dimensions of service management?

   • AThe other dimensions will automatically compensate
   • BThere will be no impact as long as technology is strong
   • CService quality and value may be negatively affected
   • DOnly the cost of the service will be affected
   Reveal Solution Discussion Select an answer first