Exam (elaborations)
ITIL 4 - All Sections Questions with Solutions
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ITIL 4 - All Sections
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ITIL 4 - All Sectionsservice management - answer set of specialized organization capabilities for enabling
value to customers in the form of services
value - answer the perceived benefits, usefulness, and importance of something
customer - answer defines requirements for services
user - answer person who uses services
sponsor - answer authorizes budgets for services
supplier - answer external partner who provides services to the organization
organization - answer group of people that has its own functions, responsibilities, and
authorities to achieve their own specific objectives
service - answer the means of enabling value co-creation by facilitating outcomes that
customers want to achieve without the customer having to manage specific costs and
risks
products - answer a configuration of resources, created by the organization, that will be
potentially valuable to customers
service offering - answer a specific mix of services and products sold to a specific
customer
goods - answer ownership is transferred to customer
access to resources - answer customer is allowed to use it
service actions - answer things the service provider does for the customer
output - answer tangible or intangible deliverable of an activity
outcome - answer a result for a stakeholder enabled by one or more outputs
cost - answer can be removed from the customer (part of value proposition) and can be
imposed on the customer (price for service consumption)
risk - answeruncertainty of outcome, can be good (opportunity) or bad (hazard)
, utility - answerfit for purpose, service does what it is meant to do
warranty - answerfit for use, service does this good enough; availability, capacity,
continuity, security good enough?
Value - answerutility + warranty (+perception)
VOIP - answer4 - Value streams and processes, 3 - Partners and suppliers, 2 -
Information and technology, 1 - Organizations and people, Internal factors that can be
influenced by the organization
PESTLE - answerPolitical, Economical, Social, Technological, Legal, Environmental.
External factors that cannot be influenced but need to be considered
Value streams and processes - answerActivities the organization needs to undertake,
organization of these activities, ensuring value to stakeholders, exercise value stream
mapping
Organizations and people - answerOrganization structures. decision making habits,
staffing and skill requirements, culture and leadership styles
Information and technology - answerInformation and tools needed. technologies and
innovation, relationship between components, culture of knowledge management
Partners and suppliers - answerRelationship with external vendors. factors that
influence suppliers strategies, service integration management, vendor selection
procedures; contracts and agreements
The Service Value System - answerservice value system converts opportunity/demand
by applying service value management into value for customers. guiding principles,
governance, service value chain, practices, continual improvement
the guiding principles - answerrecommendations that guide organizations in any
circumstances, even for implementing ITIL 4, represent well-proven, good practice, are
neither prescriptive or a must, can be applied stand-alone but are better in conjunction,
have a strong Lean-Agile production
Focus on value - answereverything you do must be somehow (directly or indirectly)
valuable to your stakeholders, most affected by customer experience
Start where you are - answerreuse existing resources whenever possible instead of
reinventing the wheel over and over again
Progress interactively with feedback - answerDon't do everything at once, take baby-
steps instead, learning by doing with lots of feedback
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