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ITIL 4 Certification Study Guide Questions and Answers 100% Solved
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ITIL 4 Certification Study Guide
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ITIL 4 Certification Study GuideStructures of the Service Value System (SVS) - answer• Guiding principles
• Governance
• Service Value Chain
• Practices
• Continual Improvement
What is the Service Value System Input? - answer Opportunity/Demand
What is the Service Value System Output? - answer Value
Four Dimensions of SVS - answer• Organizations and People
• Information and Technology
• Partners and Suppliers
• Value Streams and Processes
Organization - answerA person or a group of people that has its own function with
responsibilities, authorities. And relationships to achieve its objectives.
Service Provider - answerAn organization provisioning services who can be external to
the consumer's organization, or they can be both part of the same organization.
A service provider produces outputs that help its consumers to achieve certain
outcomes.
Service Consumer - answerAn organization who is receiving services.
Service Management - answerA set of specialized organizational capabilities for
providing value to customers in the form of services.
Service - answerA means of delivering value to customers by facilitating outcomes
customers want to achieve without the ownership of specific costs and risks.
Product - answerA configuration of an organization's resources designed to offer value
for a consumer.
Value - answerThe perceived benefits, usefulness, and importance of something.
User - answerA person who uses services.
Customer - answerA person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
, Sponsor - answerA person who authorized budget for service consumption.
Service Relationship - answerA co-operation between a service provider and service
consumer. Services relationships include;
• service provision
• service consumption
• service relationship management.
Service Offering - answerA description of one or more services, designed to address
the needs of a target consumer group. A service offering may include;
• goods
• access to resources
• service actions.
Types of Service Offerings - answerGoods, access to resources, and service actions
Types of Service Relationships - answerService provision, service consumption, service
relationship management
Output - answerA tangible or intangible deliverable of an activity.
Outcome - answerA result for a stakeholder enabled by one or more outputs.
Cost - answerThe amount of money spent on a specific activity or resource.
Risk - answerA possible event that could cause harm or loss, or make it more difficult to
achieve objectives.
Warranty - answerThe assurance that a product or service will meet agreed
requirements.
Service Relationship Management - answerJoint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on agreed
and available service offerings.
Service Provisioning Activities - answerIncludes;
• the management of the provider's resources, configured to deliver the service
• access to these resources for users
• fulfillment of the agreed service actions
• service level management and continual improvement
Service provision - answerConsists of activities performed by a service provider to
improve services.
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