Exam (elaborations)
ITIL 4 EXAM TEST QUESTIONS AND ANSWERS 2024
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Exam of 18 pages for the course ITIL 4 at ITIL 4 (ITIL 4 EXAM TEST)
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ITIL 4 EXAM TESTITIL 4 Framework components - answer The components are the ITIL service value
system (SVS) and the four dimension model.
ITIL service value system (SVS) - answer This is a model demonstrating how all the
component activities of an organization work together to facilitate value creation through
IT-enabled activities. 5 components:
-Service value chain
-Practices
-7 Guiding principles
-Governance
-Continual improvement
ITIL Service Value Chain - answer Component of SVS. Set of interconnected activities
that an organization performs in order to deliver a value product or service to its
consumer and to facilitate value realization. It provides an operating model that covers
six key activities.
ITIL Practices - answerComponent of SVS. Set of organizational resources designed for
performing work or accomplishing an objective. Activities in the service value chain can
be based on established practices.
ITIL Guiding Principles - answerComponent of SVS. Recommendations that can guide
an organization in all circumstances. Assure that the organization performs in a
consistent, effective, and efficient way.
Governance - answerComponent of SVS. The means by which an organization is
directed and controlled. Organizational governance evaluates, directs, and monitors all
the organization's activities, including those of service management. Based on a
consistent set of guiding principles and continual improvement. Governing body
oversees entire SVS in its continual improvement initiatives.
Continual Improvement - answerComponent of SVS. A recurring organizational activity
performed at all levels to ensure that an organization's performance continually meets
stakeholders' expectations.
The Four Dimensions Model - answerThe SVS should be considered from all of these
four dimensions:
-Organizations and people
-Information and technology
-Partners and suppliers
-Value streams and processes
,Service Management - answerA set of specialized organizational capabilities for
providing value to customers in the form of services.
Value - answerThe perceived benefits, usefulness, and importance of something. Value
is only achieved when relationships have more positive effects than negative. This is a
balance between desired outcomes and the associated costs and risks.
Value co-creation - answerValue is co-created through an active collaboration between
stakeholders, including service providers and service consumers. The relationship
between provider and consumer is mutually beneficial.
Stakeholders - answer-Organization
-Service provider
-Service consumer, incl. customer, user, sponsor
-Shareholders
-Employees
-Community
Organization - answerA person or group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
Service provider - answerA role performed by an organization in a service relationship
to provide services to consumer. Can be internal or external to the consumer's
organization.
Service consumers - answerThose who receive services from providers. ITIL 4
distinguishes between three separate consumer roles: customer, user and sponsor.
Customer - answerA role that defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
User - answerA role that uses services.
Sponsor - answerA role that authorizes budget for service consumption.
Shareholders - answerAre interested in the success of the organizations, often in terms
of financial benefits.
Employees - answerMay be interested in other value, including professional growth,
financial compensation and sense of purpose.
Community - answerMay have relations with the services. This may cover charity,
environmental factors, employment, social impact, etc.
, Service - answerA means of enabling co-creation by facilitating outcomes that
customers want to achieve, without the customer having to manage specific costs and
risks. Services are based on one or more products.
Product - answerA configuration of an organization's resources designed to offer value
for a consumer.
Resources - answerIncludes the four dimensions of service management, which the
service provider enables access to:
-Organizations and people
-Information and technology
-Partners and suppliers
-Value streams processes
Service Offering - answerA formal description of one or more services, designed to
address the needs of a target consumer group. May include goods, access to
resources, and/or service actions. The offerings are often demonstrated to consumers
in the format of a service catalogue.
Service provision - answerActivities performed by an organization to provide services.
The service provider:
-Manages the resources that are configured to deliver the service
-Provides access to these resources for users
-Fulfilles the agreed service actions (support)
-May also include the supplying of goods
Service consumption - answerActivities performed by an organization to consume
services. The consumer:
-Manages its own resources that are needed to use the service
-Performs service actions, including utilizing the provider's resources, and requesting
service actions to be fulfilled
-May also receive goods delivered by the provider as part of the service
Service relationship - answerA cooperation between a service provider and service
consumer, including serivce provision, service consumption, and service relationship
management
Service relationship management - answerJoint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on agreed
and available service offerings.
The service relationship model - answerThe basic unit of one provider and one
consumer can be repeated over and over again, to create endless chains and networks
of provider-consumer relationships. For each unit, the provider creates new resources
for the consumer or modifies existing resources. In this model, the term "provider"
indicates a relative position in the chain.
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