ITIL 4 Exam Questions And Accurate
Answers 2024-2025
What is IT Service Management? A set of specialized organizational capabilities for
enabling value to customers in the form of services. ITSM is the application of service
management to IT.
It is our discipline, how we all work together
Organization A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives
Value - the perception of benefits, usefulness and importance something has. Result of
the SVS.
Dimensions of value: (should be kept in a balance)
- cost
- quality
- speed
Cost - how much money is invested in any activity or resource. Measured against how
much the customer is willing to pay. All services have to be affordable for the customer
and profitable or within budget of the provider.
Quality - Answer Customer requirements and the warranty around service delivery
Speed - Answer A growing demand for increased time to market and time to value.
Quality and cost demands may be met but this may not be sufficient if the service takes
too long to deliver
Service - A means of enabling value co-creation by facilitating outcomes that customers
want to achieve without the customer having to manage specific costs and risks
,Service Value System (SVS) - Describes how all the components and activities of the
organization work together as a system to enable value creation.
The objective is to ensure that through the use and management of operating products
and services that can be configured in multiple combinations, value is continually
co-created for all stakeholders.
Components
inputs & outputs
the service value chain
the 34 practices
governance
seven ITIL guiding principles
continual improvement
Inputs to SVS - Opportunity & demand.
Opportunity - Options or possibilities to add value for stakeholders or otherwise improve
the organization.
Demand - Solution The want and need for products and services within internal and
external customers
Practices - Solution Collections of organizational resources put together to perform a
piece of work or accomplish an objective. Increase the ability of the service value chain
to be flexible, and support numerous SVC activities
Governance - The actual process of governing and running an organization. Enables
organizations to maintain their work consistent in line with the strategic direction given
through the governing body.
Seven ITIL guiding principles (simple) - Guidance that can lead an organization through
, everything irrespective of any difference in goals, strategies, type of work, or
management.
Continuous Improvement - Answer An organization-wide ongoing process done at all
levels, to ensure that an organization's performance meets the ongoing expectations of
stakeholders
Four dimensions of service management - Answer Assurance that a holistic approach is
taken to service management. By giving each these an appropriate about of focus an
organization ensures its SVS remains balanced and effective.
-organizations and people
-IT
-partners and suppliers
-value streams and processes
Organisations and people dimension Answer Roles and responsibilities, leaders
championing and advocating the values, communication and collaboration, shared
values and attitudes, trust and transparency, the right level of capacity and competency
in the workforce. Re SVS, focus on org acting as a service provider.
Information and technology dimension - Answer The information and knowledge
required for the management of services along with technologies needed. Involved
relationships between different components of SVS. Focus on what technologies we
need to provide our best services. Information management primary means of enabling
customer value
Information management questions - Answer 1. what information is managed by the
services?
2. What supporting information and knowledge does one need to deliver and operate the
services?
3. how does information and knowledge assets are going to be secured, controlled
archived, and disposed of?
Partners and suppliers dimension -
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