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Value Insights - ITIL 4 Questions with correct Answers
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Value Insights - ITIL 4
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Value Insights - ITIL 4Service Management - answer A set of specialized organizational capabilities for
enabling value to customers in the form of services.
Value - answer The perceived benefits, usefulness and importance of something
Equal to utility + warranty (+perception) The 4 D
Customer - answer Defines requirements for services
User - answer A person who uses the service
Sponsor - answer Authorizes budgets for services
Supplier - answer External partner who provides services to the organization
Organization - answer A group of people that has its own functions, responsibilities, and
authorities to achieve specific objectives.
Service - answerThe means of enabling value co-creation by facilitating outcomes that
customers want to achieve without the customer having to manage specific costs and
risks.
Output - answerA tangible or intangible deliverable of an activity
Outcome - answerA result for a stakeholder enabled by one or more outputs
Cost - answerCan be removed from the customer (part of the value proposition) and
can be imposed on the customer (price for service consumption)
Risk - answerUncertainty of outcome. Can be good (opportunity) or bad (hazard)
Utility - answerFit for purpose. Service does what it is meant to do.
Warranty - answerFit for use. Service does tihs good enough.
The 4 Dimensions - answerOrganizations and people, information and technology,
partners and suppliers, and value streams and processes. (VOIP)
PESTLE - answerExternal factors that cannot be influenced but need to be considered:
political, economical, social, technological, legal, environmental
, Value Streams and Processes - answerOne of the 4 Dimensions
-Activities the organization undertakes
-Organization of these activities
-Ensuring value to stakeholders
-Exercise value stream mapping
Information Technology - answerOne of the 4 Dimensions
-Information and tools needed
-Technologies and innovation
-Relationship between components
-Culture of knowledge management
Organizations and People - answerOne of the 4 Dimensions
-organizational structures
-Decision making habits
-Staffing and skill requirements
-Culture and leadership styles
Partners and Suppliers - answerOne of the 4 Dimensions
-Relationship with external vendors
-Factors that influence suppliers strategies
-Service integration management
-Vendor selection procedures
Service Value System - answerA model representing how all the components and
activities of an organization work together to facilitate value creation.
Converts opportunity and demand by applying service management magic into actual
value for customers.
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