Exam (elaborations)
ITIL 4 Foundation Exam Questions and Answers
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ITIL 4 Foundation Exam
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ITIL 4 Foundation ExamITIL - answer Describes how the components and activities of an organization interact
to create value through IT-enabled services
This formerly stood for "Information Technology Infrastructure Library" but is no longer
an acronym – answer ITIL
ITIL Service Value System – answer ITIL SVS
ITIL SVS - answer Describes how the components and activities of an organization
interact to create value through IT-enabled services
- ITIL Service Value Chain
- ITIL Practices
- ITIL Guiding Principles
- Governance
- Continual Improvement - answerThe Five Core Components of the ITIL SVS
ITIL Service Value Chain - answerFlexible model for the creation, delivery, and
continual improvement of Services. Has six key activities.
ITIL Practices - answerEnhances flexibility of the SVS and provides a comprehensive
and versatile tool set for ITSM practitioners
ITIL Guiding Prinicples - answerHelp to guide organizational decisions and actions and
ensure a shared understanding of ITSM throughout the organization. Helps to codify the
organization's culture and behavior, from strategy to day to day operations
Governance - answerEnables the organization to maintain the alignment of their
operations with the strategic direction determined by its governing body.
Continual Improvement - answerPractical improvement model designed to maintain the
organization's resilience and agility in a constantly changing environment
- Organizations & People
- Information & Technology
- Partners & Suppliers
- Value Streams & Processes - answerElements of the Four Dimensions Model
Service Management - answerA set of specialized organizational capabilities for
enabling value for customers in the form of services
,Value - answerThe perceived benefits, usefulness, and importance of something
To create value for stakeholders - answerPurpose of an organization
Value co-creation - answerAchieved through active collaborations between service
providers and customers
An Organization - answerA person or group with its own internal functions & own set of
responsibilities, authorities, & relationships necessary to achieve its objectives.
Service Provider - answerRole an organization takes on when provisioning services.
Can be external or part of same organization
Service Customer - answerRole an organization takes on when it receives services
Customer - answerPerson who defines service requirements & takes responsibility for
the outcome of service consumption
User - answerSomeone who uses the provided services
Sponsor - answerPerson authorizing the budget for the consumed service
A Service - answerA means of facilitating outcomes desirable to customers without their
having to manage cost & risk.
Products - answerConfigurations of an organization's resources that are created &
supplied by the organization to offer value to the consumers
Target Customer - answerEach product is designed for a...
Service Offering - answerA formal description of one or more services designed to
address the needs of a target customer
- Goods
- Access to Resources
- Service Actions - answerTypes of Service Offerings
Goods - answerTransferred from the service provider to customer with the latter
assuming responsibility for its use (e.g. cell phone).
Access to Resources - answerResources which are granted/licensed to the consumer
under agreed-upon terms and conditions. The resources themselves remain under
control of the service provider (e.g. mobile network).
, Service Actions - answerPerformed to address the needs of a particular consumer
according to the agreement terms (e.g. technical support).
Service Relationship - answerCooperation between service provider & customer which
results in value co-creation.
- Service Provision
- Service Consumption
- Service Relationship Management - answerThree things included in Service
Relationships
Service Provision - answerActivities an organization engages in to provide services
Service Consumption - answerActivities an organization engages in to consume
services
Service Relationship Management - answerJoint activities that the service provider &
consumer both engage in to ensure continued value co-creation, according to agreed-
upon service offerings.
Output - answerA tangible or intangible deliverable of an activity (e.g. brochure at a
florist shop).
Outcome - answerA result, as perceived by a stakeholder, that is enabled by one or
more outputs (e.g. customer feeling satisfied at floral arrangement they ordered).
Cost - answerAmount of money spent on a specific resource or activity
- Costs removed from consumer
- Costs imposed on consumer - answerCosts consumer considers to assess the value
of a service
Risk - answerA possible event that could cause harm or loss or make the achievement
of objectives more difficult
- Risks removed from a customer
- Risks imposed on a customer - answerWays service provider manages level of risk on
behalf of the customer
Utility - answerFunctionality offered by a product or service to meet a particular need
Utility - answer- What the Service Does
- Fit for purpose
- Must either support consumer performance or remove consumer restraints. Many
services do both
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