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ITIL 4 Exam Questions with Latest Update
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ITIL 4 Exam Questions with Latest Update
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ITIL 4 Exam Questions with LatestUpdate
What is IT Service Management? - Answer-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 - Answer-A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives
Value - Answer-The perceived benefits, usefulness, and importance of something. The
outcome of the SVS.
Dimensions of value: (need to be balanced)
- cost
- quality
- speed
Cost - Answer-The amount of money spent on a specific activity or resource. Measures
against how much the customer is willing to pay. Services need to be affordable to the
customer and profitable or within budget for 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 - Answer-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) - Answer-Describes how all the components and activities
of the organization work together as a system to enable value creation.
The purpose is to ensure that the organization continually co-creates value with all
stakeholders through the use and management of products and services that can be
configured in multiple combinations.
Components:
-inputs & outputs
-the service value chain
-the 34 practices
-governance
-seven ITIL guiding principles
-continual improvement
, Inputs to SVS - Answer-Opportunity & demand.
Opportunity - Answer-Options or possibilities to add value for stakeholders or otherwise
improve the organization.
Demand - Answer-The need or desire for products and services among internal and
external consumers
Practices - Answer-Sets of organizational resources designed for performing work or
accomplishing an objective. Enhances the flexibility of the service value chain, and
support multiple SVC activities
Governance - Answer-The means by which an organization is directed and controlled.
Enables organizations to continually align their operations with the strategic direction set
by the governing body
Seven ITIL guiding principles (simple) - Answer-Recommendations that can guide an
organization in all circumstances, regardless of changes in its goals, strategies, type of
work, or management.
Continual Improvement - Answer-A recurring organizational activity performed at all
levels to ensure than an organization's performance continually meets stakeholders'
expectations
Four dimensions of service management - Answer-Ensuring a holistic approach to
service management. By giving these an appropriate amount of focus, an organization
ensures its SVS remains balanced and effective.
-organizations and people
-IT
-partners and suppliers
-value streams and processes
Organizations 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. In regards to the SVS, focus on the org acting as a service provider
Information and technology dimension - Answer-The information and knowledge
necessary for the management of services, as well as the technologies required.
Incorporates the relationships between different components of the SVS. Focus on what
technologies we need to provide our best services. Information management is the
primary means of enabling customer value
Information management questions - Answer-1. what information is managed by the
services?
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