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ITIL 4 Foundation Exam Questions with Complete Answers
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ITIL 4 Foundation Exam Questions with Complete Answers
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ITIL 4 Foundation Exam Questions withComplete Answers
ITIL - Answer-Describes how the components and activities of an organization interact
to create value through IT-enabled services
This formerly stood for "Information Technology Infrastructure Library" but is no longer
an acronym - Answer-ITIL
ITIL Service Value System - Answer-ITIL SVS
ITIL SVS - Answer-Describes how the components and activities of an organization
interact to create value through IT-enabled services
- ITIL Service Value Chain
- ITIL Practices
- ITIL Guiding Principles
- Governance
- Continual Improvement - Answer-The Five Core Components of the ITIL SVS
ITIL Service Value Chain - Answer-Flexible model for the creation, delivery, and
continual improvement of Services. Has six key activities.
ITIL Practices - Answer-Enhances flexibility of the SVS and provides a comprehensive
and versatile tool set for ITSM practitioners
ITIL Guiding Prinicples - Answer-Help to guide organizational decisions and actions and
ensure a shared understanding of ITSM throughout the organization. Helps to codify the
organization's culture and behavior, from strategy to day to day operations
Governance - Answer-Enables the organization to maintain the alignment of their
operations with the strategic direction determined by its governing body.
Continual Improvement - Answer-Practical improvement model designed to maintain the
organization's resilience and agility in a constantly changing environment
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes - Answer-Elements of the Four Dimensions Model
Service Management - Answer-A set of specialized organizational capabilities for
enabling value for customers in the form of services
,Value - Answer-The perceived benefits, usefulness, and importance of something
To create value for stakeholders - Answer-Purpose of an organization
Value co-creation - Answer-Achieved through active collaborations between service
providers and customers
An Organization - Answer-A person or group with its own internal functions & own set of
responsibilities, authorities, & relationships necessary to achieve its objectives.
Service Provider - Answer-Role an organization takes on when provisioning services.
Can be external or part of same organization
Service Customer - Answer-Role an organization takes on when it receives services
Customer - Answer-Person who defines service requirements & takes responsibility for
the outcome of service consumption
User - Answer-Someone who uses the provided services
Sponsor - Answer-Person authorizing the budget for the consumed service
A Service - Answer-A means of facilitating outcomes desirable to customers without
their having to manage cost & risk.
Products - Answer-Configurations of an organization's resources that are created &
supplied by the organization to offer value to the consumers
Target Customer - Answer-Each product is designed for a...
Service Offering - Answer-A formal description of one or more services designed to
address the needs of a target customer
- Goods
- Access to Resources
- Service Actions - Answer-Types of Service Offerings
Goods - Answer-Transferred from the service provider to customer with the latter
assuming responsibility for its use (e.g. cell phone).
Access to Resources - Answer-Resources which are granted/licensed to the consumer
under agreed-upon terms and conditions. The resources themselves remain under
control of the service provider (e.g. mobile network).
Service Actions - Answer-Performed to address the needs of a particular consumer
according to the agreement terms (e.g. technical support).
, Service Relationship - Answer-Cooperation between service provider & customer which
results in value co-creation.
- Service Provision
- Service Consumption
- Service Relationship Management - Answer-Three things included in Service
Relationships
Service Provision - Answer-Activities an organization engages in to provide services
Service Consumption - Answer-Activities an organization engages in to consume
services
Service Relationship Management - Answer-Joint activities that the service provider &
consumer both engage in to ensure continued value co-creation, according to agreed-
upon service offerings.
Output - Answer-A tangible or intangible deliverable of an activity (e.g. brochure at a
florist shop).
Outcome - Answer-A result, as perceived by a stakeholder, that is enabled by one or
more outputs (e.g. customer feeling satisfied at floral arrangement they ordered).
Cost - Answer-Amount of money spent on a specific resource or activity
- Costs removed from consumer
- Costs imposed on consumer - Answer-Costs consumer considers to assess the value
of a service
Risk - Answer-A possible event that could cause harm or loss or make the achievement
of objectives more difficult
- Risks removed from a customer
- Risks imposed on a customer - Answer-Ways service provider manages level of risk
on behalf of the customer
Utility - Answer-Functionality offered by a product or service to meet a particular need
Utility - Answer-- What the Service Does
- Fit for purpose
- Must either support consumer performance or remove consumer restraints. Many
services do both
Warranty - Answer-Assurance that a product or service meets agreed-upon
requirements
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