Exam (elaborations)
WGU ITIL V4 QUESTIONS AND ANSWERS 2024
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Exam of 5 pages for the course ITIL 4 at ITIL 4 (WGU ITIL V4)
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WGU ITIL V4Governance - answer Enables the organization to maintain the alignment of its
operations with the strategic direction determined by its governing body.
ITIL (Information Technology Infrastructure Library) - answer A good-practice guidance
applicable to all types of organizations that provide services to businesses.
ITIL framework - answer A source of good practice in service management.
ITIL guiding principles - answer Help to guide organizational decisions and actions and
ensure a shared understanding and unified approach to ITSM throughout the
organization.
ITIL practices - answer Enhance the flexibility of the service value chain by supporting
multiple chain activities
SVS (service value system) - answer Describes how the components and activities of
an organization interact to create value through IT-enabled services.
The ITIL service value chain - answerA flexible model for the creation, delivery, and
continual improvement of services.
cost - answerThe amount of money spent on a specific activity or resource.
organization - answerA person or group with its internal functions, and with its own set
of responsibilities, authorities, and relationships necessary to achieve its objectives.
Outcome - answerA result as perceived by a stakeholder—that is enabled by one or
more outputs.
Output - answerA tangible or intangible deliverable of an activity.
Risk - answerA possible event that could cause harm or loss, or make the achievement
of objectives more difficult.
Service - answerA means of enabling value co-creation by facilitating outcomes
desirable to customers—without their having to manage cost and risk.
service consumer - answerA generic role an organization takes on when it receives
services.
, Service management - answerA set of specialized organizational capabilities for
enabling value for customers in the form of services.
Service offering - answerA formal description of one or more services designed to
address the needs of its target consumer, and include goods, access to resources, and
service actions.
Sponsor - answerThe person authorizing the budget for the consumed service.
Utility - answerA functionality offered by a product or service to meet a particular need.
Value - answerThe perceived benefits, usefulness, and importance of something.
Warranty - answerAn assurance that a product or service meets agreed-upon
requirements.
plan - answerThe value chain activity that ensures a shared understanding of the vision,
current status, and improvement direction for all four dimensions and all products and
services across an organization.
improve - answerThe value chain activity that ensures continual improvement of
products, services, and practices across all value chain activities and the four
dimensions of service management.
engage - answerThe value chain activity that provides a good understanding of
stakeholder needs, transparency, continual engagement, and good relationships with all
stakeholders.
design and transition - answerThe value chain activity that ensures products and
services continually meet stakeholder expectations for quality, costs, and time to
market.
obtain/build - answerThe value chain activity that ensures service components are
available when and where they are needed, and that they meet agreed specifications.
deliver and support - answerThe value chain activity that ensures services are delivered
and supported according to agreed specifications and stakeholders' expectations.
Service Value Chain Acronym - answerP.I.E.D.O.D
relationship management practice - answerThe practice of establishing and nurturing
links between an organization and its stakeholders at strategic and tactical levels.
supplier management practice - answerThe practice of ensuring that an organization's
suppliers and their performance levels are managed appropriately to support the
provision of seamless quality products and services.
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