Exam (elaborations)
ITIL 4 STUDY GUIDE QUESTIONS AND ANSWERS 100% CORRECT
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Exam of 10 pages for the course ITIL 4 at ITIL 4 (ITIL 4 STUDY GUIDE)
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ITIL 4 STUDY GUIDEGovernance - answer Enables the organization to maintain the alignment of its
operations with the strategic direction determined by its governing body.
Information Technology Infrastructure Library (ITIL) - answer A good-practice guidance
applicable to all types of organizations that provide services to businesses.
Framework - answer A source of good practice in service management.
Guiding Principles - answer Help to guide organizational decisions and actions and
ensure a shared understanding and unified approach to ITSM throughout the
organization.
ITIL practices - answer Enhance the flexibility of the service value chain by supporting
multiple chain activities.
Service Value System (SVS) - answer Describes how to components and activities of
an organization interact to create value through IT-enabled services.
Service Value Chain (SVC) - answerA flexible model for the creation, delivery, and
continual improvement of services.
Cost - answerThe amount of money spent on a specific activity or resource.
Organization - answerA person or group with its internal functions, and with its own set
of responsibilities, authorities, and relationships necessary to achieve its objectives.
Outcome - answerA result as perceived by a stakeholder - that is enabled by one or
more outputs.
Output - answerA tangible or intangible deliverable of an activity.
Risk - answerA possible event that could cause harm or loss, or make the achievement
of objectives more difficult.
Service - answerA means of enabling value co-creation by facilitating outcomes
desirable to customers-without their having to manage cost and risk.
Service consumer - answerA generic role an organization takes on when it receives
services.
, Service management - answerA set of specialized organizational capabilities for
enabling value for customers in the form of services.
Service offering - answerA formal description of one or more services designed to
address the needs of its target consumer, and include goods, access to resources, and
service actions.
Sponsor - answerThe person authorizing the budget for the consumed service.
Utility - answerA functionality offered by a product or service to meet a particular need.
Value - answerThe perceived benefits, usefulness, and importance of something.
Warranty - answerAn assurance that a product or service meets agreed-upon
requirements.
Cloud computing - answera storage-based system for enabling on-demand network
access to a shared pool of configurable computing resources that can be rapidly provide
with minimal management effort or provider interaction.
Information and technology dimension - answerApplies to both the practice of service
management, as well as the services being managed.
Information technology service management (ITSM) - answerRemains focused on
creating and maintaining value for both users and customers.
Organizations and people dimension - answerIncludes the elements such as roles and
responsibilities, formal organizational structure, culture, and staffing and competencies,
all of which are related to the creation, delivery, and ongoing improvement of service.
Partners and suppliers dimension - answerIncorporates contracts and other agreements
between the organization and its partners or suppliers.
Process - answerA set of interrelated or interacting activities that transform inputs into
outputs.
Value stream - answerA series of steps undertaken by an organization to create and
deliver products and services to consumers.
Value streams and processes dimension - answerFocuses on how the organization
ensures that it's enabling value creation for all stakeholders efficiently and effectively.
Agile method - answerFocuses on the delivery of incremental changes to software
products in response to the evolving needs of users.
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