Question 1

Question 1a
‘Value is not a fixed term. It is subject to the perception of the stakeholders, whether they are the customers or consumers of service or part of the service provider organisations.’ Describe any FIVE (5) specific instances in the case study through which Gillian Tans, CEO, Booking.com validates the above statement within the context of Booking.com.

Question 1b
Competitors of Booking.com operated in a ‘merchant model’. Explain what a service alliance is and what service relationships are relating to such a ‘merchant model’.

Question 2

Question 2a
Explain the guiding principle of ‘progress iteratively with feedback’ and describe using any SIX (6) comments made by David Vismans, Chief Product Officer, on how Booking.com has followed this guiding principle.

Question 2b
Identify the importance of “feedback” and discuss it with reference to Booking.com.

Question 3

Question 3a
In the case study, identify TWO (2) statements made by Gillian Tans of Booking.com that align with the guiding principle of ‘Keep it simple and practical’. Explain the alignment between the principle and the statements.

Question 3b
Describe how the ‘Organisations & People’ dimension of Booking.com is defined. Discuss with respect to the organisation culture and shared values of the organisation.

Question 4

Question 4a
Explain the purpose of a service desk and its key aspects relevant to Booking.com.

Question 4b
Advise Booking.com on how a good service desk may be established as well as how service desk staff may be acquired and developed.

Question 5

Question 5a
Explain the ITIL guiding principle of “think and work holistically”. Compare “think and work holistically” to the Booking.com “Flywheel concept” and discuss any similarities.

Question 5b
While Agile shares many common themes with ITIL, identify and explain how each of the FOUR (4) values of the agile manifesto aligns with the ITIL guiding principles.