ITIL 4 Foundation questions and answers.

governance correct answers the means by which an organization is directed and controlled service management correct answers A set of specialized organizational capabilities for providing value to customers in the form of services value correct answers the perceived benefits, usefulness, and importance of something Who determines the perceived value? correct answers the RECIPIENT value is objective correct answers False organization correct answers a person or a group of people that have it's own functions, responsibilities, and relationships to perform it's own activities What are the 2 roles an organization can provide? correct answers 1. service provider 2. service consumer Value is _______________ by the service provider and consumer correct answers co-created What are the 3 roles for a consumer provider? correct answers 1. user 2. customer 3. sponsor What is a user? correct answers a person who uses the service What is a customer? correct answers a person who defines the requirements and takes responsiblity for the outcome of the consumption What is a sponsor? correct answers a person who authorizes the service for consumption, a person who provide financial capability service offering correct answers a description of one or more services that are meant to address the needs of a target group service offering includes the following 3: correct answers 1. goods 2. access to resources 3. service to actions access to resources correct answers access to resources that are licensed to a consumer under agreed conditions service action correct answers actions performed to address a consumer's needs