ITIL 4
____ is defined as a set of specialized organizational capabilities for enabling value to
customers in the form of services. - answer Service management
Organizations who deliver services are referred to as ____. - answer service providers
Those to whom services are delivered are referred to as ____. - answer service
consumers
A(n) ____ is a person or a group of people that has its own functions with
responsibilities, authorities and relationships to achieve its objectives. - answer
organization
A person who defines requirements for services and takes responsibility for outcomes
from service consumption - answer Customer
A person who uses services - answer User
A person who authorizes the budget for service consumption - answerSponsor
A ____ is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific costs and risks. -
answerservice
A ____ is a configuration of resources, created by the organization, that will be
potentially valuable for their customers. - answerproduct
A ____ is a description of one or more services, designed to address the needs of a
target consumer group. A ____ may include goods, access to resources, and service
actions. - answerservice offering
Ownership is transferred to the consumer
Consumer takes responsibility for future use - answerGoods
Ownership is not transferred to the consumer
Access is granted/licensed under agreed terms or conditions - answerAccess to
Resources
Performed by the provider to address a consumer need
Performed according to agreement with the consumer - answerService Actions
, ____ consists of activities performed by a service provider to provide services. -
answerService provisioning
____ consists of activities performed by a service consumer to consume services. -
answerService consumption
____ consists of joint activities performed by a service provider and a service consumer
to ensure continual value co-creation based on agreed and available service offerings. -
answerService relationship management
An ____ is a tangible or intangible deliverable of an activity. - answeroutput
An ____ is a result for a stakeholder enabled by one or more outputs. - answeroutcome
____ refer to the amount of money spent on a specific activity or resource. -
answerCosts
____ refer to possible events that could cause harm or loss, or make it more difficult to
achieve objectives. - answerRisks
____ is the functionality offered by a product or service to meet a particular need. -
answerUtility
____ is the assurance that a product or service will meet agreed requirements. -
answerWarranty
A ____ is a series of steps an organization undertakes to create and deliver products
and services to service consumers. It combines the organization's value chain activities.
- answervalue stream
The ITIL ____ describes how all the components and activities of the organization work
together as a system to enable value creation. - answerservice value system (SVS)
____ represent options or possibilities to add vale for stakeholders or otherwise improve
the organization. - answerOpportunities
____ is the need or desire for products and services among internal and external
consumers. - answerDemand
The ____ are recommendations that can guide an organization in all circumstances,
regardless of changes in its goals, strategies, type of work, or management structure. -
answerguiding principles
____ is the means by which an organization is directed and controlled. -
answerGovernance
____ is defined as a set of specialized organizational capabilities for enabling value to
customers in the form of services. - answer Service management
Organizations who deliver services are referred to as ____. - answer service providers
Those to whom services are delivered are referred to as ____. - answer service
consumers
A(n) ____ is a person or a group of people that has its own functions with
responsibilities, authorities and relationships to achieve its objectives. - answer
organization
A person who defines requirements for services and takes responsibility for outcomes
from service consumption - answer Customer
A person who uses services - answer User
A person who authorizes the budget for service consumption - answerSponsor
A ____ is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific costs and risks. -
answerservice
A ____ is a configuration of resources, created by the organization, that will be
potentially valuable for their customers. - answerproduct
A ____ is a description of one or more services, designed to address the needs of a
target consumer group. A ____ may include goods, access to resources, and service
actions. - answerservice offering
Ownership is transferred to the consumer
Consumer takes responsibility for future use - answerGoods
Ownership is not transferred to the consumer
Access is granted/licensed under agreed terms or conditions - answerAccess to
Resources
Performed by the provider to address a consumer need
Performed according to agreement with the consumer - answerService Actions
, ____ consists of activities performed by a service provider to provide services. -
answerService provisioning
____ consists of activities performed by a service consumer to consume services. -
answerService consumption
____ consists of joint activities performed by a service provider and a service consumer
to ensure continual value co-creation based on agreed and available service offerings. -
answerService relationship management
An ____ is a tangible or intangible deliverable of an activity. - answeroutput
An ____ is a result for a stakeholder enabled by one or more outputs. - answeroutcome
____ refer to the amount of money spent on a specific activity or resource. -
answerCosts
____ refer to possible events that could cause harm or loss, or make it more difficult to
achieve objectives. - answerRisks
____ is the functionality offered by a product or service to meet a particular need. -
answerUtility
____ is the assurance that a product or service will meet agreed requirements. -
answerWarranty
A ____ is a series of steps an organization undertakes to create and deliver products
and services to service consumers. It combines the organization's value chain activities.
- answervalue stream
The ITIL ____ describes how all the components and activities of the organization work
together as a system to enable value creation. - answerservice value system (SVS)
____ represent options or possibilities to add vale for stakeholders or otherwise improve
the organization. - answerOpportunities
____ is the need or desire for products and services among internal and external
consumers. - answerDemand
The ____ are recommendations that can guide an organization in all circumstances,
regardless of changes in its goals, strategies, type of work, or management structure. -
answerguiding principles
____ is the means by which an organization is directed and controlled. -
answerGovernance
