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ITIL 4 Foundation Test Questions and Answers 2024
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ITIL 4 Foundation Test
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ITIL 4 Foundation TestPurpose of ITIL4 – answer ITIL 4 provides organizations with a comprehensive
framework for IT service management, ITSM. It is designed to ensure that an effective,
efficient, flexible, coordinated, and integrated system for governance and management
of IT services is established and continually improving in the organization.
What are the levels of ITIL 4 - answer Foundation, Specialist, Master, Leader, Strategist
What is service 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
Who are stakeholders? - answer Organization, Service Provider, Service Consumer,
Other Stakeholders
What are the primary service consumer roles? - answerCustomers, Users, and
Sponsors
What does service relationship management consist of? - answerService relationship
management 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. Service
provisioning consists of activities performed by a service provider to provide services.
What are the three main consumer roles - answerThe customer,
the person who defines requirements for the services and takes responsibility for the
outcomes from service
consumption. The user, a person who uses services. And the sponsor, a person who
authorizes the budget for
service consumption.
The core components of the ITIL SVS are? - answerITIL service value chain,
ITIL guiding principles
Governance
ITIL Practices
Continual Improvement
Service Value Chain - answerThe ITIL service value chain provides an operating model
for the creation, delivery and continual improvement of services. It is a flexible model
, that defines six key activities that can be combined in many ways, forming multiple
value streams.
Governance - answerThe ITIL SVS also includes governance activities that enable
organizations to continually align their operations with the strategic direction set by the
governing body.
Guiding Principles - answerThe ITIL guiding principles can be used to guide an
organization's decisions and actions and ensure a shared understanding and common
approach to service management across the organization. The ITIL guiding principles
create the foundation for an organization's culture and behavior from strategic decision-
making to day-to-day operations.
Practices - answerThe flexibility of the service value chain is further enhanced by the
ITIL practices. Each ITIL practice supports multiple service value chain activities,
providing a comprehensive and versatile toolset for ITSM practitioners.
Continual Improvement - answerEvery component of the SVS is supported by the
continual improvement. ITIL provides organizations with a simple and practical
improvement model to maintain their resilience and agility in a constantly-changing
environment.
Four Dimensions of Service Management - answer1. Organizations and people
2. Information and technology
3. Partners and suppliers
4. Value streams and processes
Business Relationship Manager (BRM) - answerA role responsible for maintaining good
relationships with one or more customers.
Cost - answerThe amount of money spent on a specific activity or resource.
Customer - answerThe role that defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
Organization - answerA person or a group of people that has its own functions with
responsibilities, authorities and relationships to achieve its objectives.
Organizations vary in size and complexity, and in their relation to legal entities, from a
single person or a team, to a complex network of legal entities united by common
objectives, relationships and authorities.
Outcome - answerA result for a stakeholder enabled by one or more outputs.
Output - answerA tangible or intangible deliverable of an activity.
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