ITIL 4 Exam
Service Management - answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Service Management - answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Output - answer Tangible or intangible deliverable of an activity
Outcome - answer Result for a stakeholder produced by one or more outputs.
Cost - answer Amount or money spent on a specific activity or resource
Risk - answer Possible event that could cause harm or loss, of make it more difficult to
achieve objectives
Organization - answer A person or a group of people that has its own functions &
responsibilities, authorities & relationships to achieve its objectives
Value - answerPerceived benefits, usefulness, importance of something
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, and service actions.
Service relationships - answerA co-operation between a service provider and service
consumer. Service relationships include service provision, service consumption and
service relationship management
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 Provision - answerActivities performed by an organization to provide services.
Includes management of resources, configured to deliver the service, access to these
resources for users, fulfilment of the agreed service actions, service performance
management and continual improvement. It may also include the supply of goods.
Service consumption - answerActivities performed by an organization to consume
services. Includes the management of the consumer's resources needed to use the
service, service use actions performed by users, and may include the receiving
(acquiring) of goods.
, Value stream - answerA series of steps an organization undertakes to create & deliver
products & services to consumers
Process - answerA set of interrelated or interacting activities that transform inputs into
outputs. A process takes one or more defined inputs and turns them into defined
outputs. Processes define the sequence of actions and their dependencies.
Practice - answerA set of organizational resources designed for performing work or
accomplishing an objective.
Continual improvement practice - answerThe practice of aligning an organization's
practices and services with changing business needs through the ongoing identification
and improvement of all elements involved in the effective management of products and
services.
Configuration item (CI) - answerAny component that needs to be managed in order to
deliver an IT service
IT asset - answerAny valuable component that can contribute to delivery of an IT
product or service
Utility - answerThe functionality offered by a product or service to meet a particular need
Warranty - answerAssurance that a product or service will meet agreed requirements
ITIL Guiding Principles (definition) - answerImmutable organizational guides which are
universal, not impacted by changes to goals or strategy, or type of work or management
structure. Fundamental to Adoption of Service Management and Adaptation of the ITIL
framework
ITIL Guiding Principles (7) - answer1. Focus on value
2. Start where you're at
3. Progress Iteratively with Feedback
4. Collaborate and Promote Visibility
5. Think & Work Holistically
6. Keep it Simple & Practical
7. Optimize & Automate
Focus on Value (Guiding principle) - answerKnow what the customer expects.
Everything an organization does to map, directly or indirectly, to value for the
stakeholders. Includes the experience of customers and users. (Guiding Principle)
Start Where You Are At (Guiding Principle) - answerYou don't have a choice.
Understand the "delta". Assess what you have & don't have, what works & doesn't, if it
is serviceable or not, and if resources are available or not. Understand current state.
Service Management - answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Service Management - answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Output - answer Tangible or intangible deliverable of an activity
Outcome - answer Result for a stakeholder produced by one or more outputs.
Cost - answer Amount or money spent on a specific activity or resource
Risk - answer Possible event that could cause harm or loss, of make it more difficult to
achieve objectives
Organization - answer A person or a group of people that has its own functions &
responsibilities, authorities & relationships to achieve its objectives
Value - answerPerceived benefits, usefulness, importance of something
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, and service actions.
Service relationships - answerA co-operation between a service provider and service
consumer. Service relationships include service provision, service consumption and
service relationship management
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 Provision - answerActivities performed by an organization to provide services.
Includes management of resources, configured to deliver the service, access to these
resources for users, fulfilment of the agreed service actions, service performance
management and continual improvement. It may also include the supply of goods.
Service consumption - answerActivities performed by an organization to consume
services. Includes the management of the consumer's resources needed to use the
service, service use actions performed by users, and may include the receiving
(acquiring) of goods.
, Value stream - answerA series of steps an organization undertakes to create & deliver
products & services to consumers
Process - answerA set of interrelated or interacting activities that transform inputs into
outputs. A process takes one or more defined inputs and turns them into defined
outputs. Processes define the sequence of actions and their dependencies.
Practice - answerA set of organizational resources designed for performing work or
accomplishing an objective.
Continual improvement practice - answerThe practice of aligning an organization's
practices and services with changing business needs through the ongoing identification
and improvement of all elements involved in the effective management of products and
services.
Configuration item (CI) - answerAny component that needs to be managed in order to
deliver an IT service
IT asset - answerAny valuable component that can contribute to delivery of an IT
product or service
Utility - answerThe functionality offered by a product or service to meet a particular need
Warranty - answerAssurance that a product or service will meet agreed requirements
ITIL Guiding Principles (definition) - answerImmutable organizational guides which are
universal, not impacted by changes to goals or strategy, or type of work or management
structure. Fundamental to Adoption of Service Management and Adaptation of the ITIL
framework
ITIL Guiding Principles (7) - answer1. Focus on value
2. Start where you're at
3. Progress Iteratively with Feedback
4. Collaborate and Promote Visibility
5. Think & Work Holistically
6. Keep it Simple & Practical
7. Optimize & Automate
Focus on Value (Guiding principle) - answerKnow what the customer expects.
Everything an organization does to map, directly or indirectly, to value for the
stakeholders. Includes the experience of customers and users. (Guiding Principle)
Start Where You Are At (Guiding Principle) - answerYou don't have a choice.
Understand the "delta". Assess what you have & don't have, what works & doesn't, if it
is serviceable or not, and if resources are available or not. Understand current state.
