Exam (elaborations)
ITIL 4 Foundation Questions and Answers
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Exam of 4 pages for the course ITIL 4 at ITIL 4 (ITIL 4 Foundation)
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ITIL 4 Foundationgovernance - answer the means by which an organization is directed and controlled
service management - answer A set of specialized organizational capabilities for
providing value to customers in the form of services
value - answer the perceived benefits, usefulness, and importance of something
Who determines the perceived value? - answer the RECIPIENT
value is objective - answer False
organization - answer a person or a group of people that have it's own functions,
responsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide? - answer1. service provider
2. service consumer
Value is _______________ by the service provider and consumer – answer co-created
What are the 3 roles for a consumer provider? - answer1. user
2. customer
3. sponsor
What is a user? - answera person who uses the service
What is a customer? - answera person who defines the requirements and takes
responsiblity for the outcome of the consumption
What is a sponsor? - answera person who authorizes the service for consumption, a
person who provide financial capability
service offering - answera description of one or more services that are meant to address
the needs of a target group
service offering includes the following 3: - answer1. goods
2. access to resources
3. service to actions
access to resources - answeraccess to resources that are licensed to a consumer under
agreed conditions
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