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ITIL 4 GUIDE QUESTIONS AND ANSWERS 100% CORRECT
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Exam of 14 pages for the course ITIL 4 at ITIL 4 (ITIL 4 GUIDE)
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ITIL 4 GUIDEITIL - answer best practice guidance for IT service management, began in England in
the late 1980s, started as a series of books devoted to the systematic delivery of quality
IT services
itSMF - answer IT Service Management Forum, global non-profit organization that
supports ITSM, particularly through publications in the ITSM Library series
AXELOS - answer the organization responsible for developing and managing a portfolio
of best practice methodologies (including ITIL)
People Cert - answer official Examination Institute (EI) for ITIL
ITIL Foundation - answer covers basic knowledge of ITIL 4 key elements, concepts, and
terminology
ITIL today - answer focuses on the key premise that services drive value for both the
service providers and for customers
- necessary to be able to respond to change
- cross-functional collaboration between teams
benefits of ITIL - answer- contains industry-proven best practices
- updated to reflect newly emerging practices (Agile, Lean, DevOps)
- reflects business needs that require organizations to balance agility and stability,
create new revenue streams/competitive advantages, new digital business models
SVS (Service Value System) - answerfoundation on which the ITIL framework is built,
model representing how all the components and activities of an organization work
together to facilitate value creation
- opportunity/need/demand is the trigger, value is created
components of SVS - answer- ITIL service value chain (SVC)
- ITIL practices
- ITIL guiding principles
- governance
- continual improvement
SVC (Service Value Chain) - answeroperating model for service providers that covers
all the key activities required to effectively manage products and services
ITIL practices - answersets of *organizational resources* designed for performing work
or accomplishing an objective
, ITIL guiding principles - answer*recommendations* that can guide an organization in all
circumstances, regardless of changes in goals, strategies, types of work, or
management structure
governance - answermeans by which an organization is *directed* and *controlled*
continual improvement - answerpractice 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
four dimensions of service management - answerthe four *perspectives* that are critical
to the effective and efficient facilitation of value for customers and other stakeholders
1. organizations and people
2. information and technology
3. partners and suppliers
4. value streams and processes
factors affecting the four dimensions - answerPolitical
Economic
Social
Technological
Legal
Environmental
service management - answera set of specialized organizational capabilities for
enabling value for customers in the form of services
ITSM (IT service management) - answerimplementation and management of quality IT
services that meet the needs of the business
- practices, activities, governance, and improvement of capabilities that enable
customers to co-create value and achieve desired results
product - answera configuration of an organization's resources designed to offer value
for a consumer
service - answera means of enabling value *co-creation* by facilitating outcomes that
customers want to achieve, *without* the customer having to manage *specific costs
and risks*
value - answerthe perceived benefits, usefulness, and importance of something
- co-created by service provider and consumer
organization - answera person or group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives
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