Exam (elaborations)
ITIL 4 Exam Solution
- Course
- ITIL 4
- Institution
- Western Governors University
Solution Information Technology Infrastructure Library
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ITIL 4 Exam SolutionService Management Answer: A set of specialized organizational capabilities for enabling value for
customers in the form of services
Service Management Answer: A set of specialized organizational capabilities for enabling value for
customers in the form of services
Output Answer: Tangible or intangible deliverable of an activity
Outcome Answer: Result for a stakeholder produced by one or more outputs.
Cost Answer: Amount or money spent on a specific activity or resource
Risk Answer: Possible event that could cause harm or loss, of make it more difficult to achieve
objectives
Organization Answer: A person or a group of people that has its own functions & responsibilities,
authorities & relationships to achieve its objectives
Value Answer: Perceived benefits, usefulness, importance of something
Service offering Answer: A description of one or more services, designed to address the needs of a
target consumer group. A service offering may include goods, access to resources, and service actions.
, Service relationships Answer: A co-operation between a service provider and service consumer.
Service relationships include service provision, service consumption and service relationship
management
Service relationship management Answer: Joint activities performed by a service provider and a
service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Provision Answer: Activities performed by an organization to provide services. Includes
management of resources, configured to deliver the service, access to these resources for users,
fulfilment of the agreed service actions, service performance management and continual improvement.
It may also include the supply of goods.
Service consumption Answer: Activities performed by an organization to consume services. Includes
the management of the consumer's resources needed to use the service, service use actions performed
by users, and may include the receiving (acquiring) of goods.
Value stream Answer: A series of steps an organization undertakes to create & deliver products &
services to consumers
Process Answer: A set of interrelated or interacting activities that transform inputs into outputs. A
process takes one or more defined inputs and turns them into defined outputs. Processes define the
sequence of actions and their dependencies.
Practice Answer: A set of organizational resources designed for performing work or accomplishing
an objective.
Continual improvement practice Answer: The practice of aligning an organization's practices and
services with changing business needs through the ongoing identification and improvement of all
elements involved in the effective management of products and services.
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