Exam (elaborations)
ITIL 4 QUESTIONS AND ANSWERS RATED A+
- Course
- Institution
Exam of 5 pages for the course ITIL 4 at ITIL 4 (ITIL 4)
[Show more]
Content preview
ITIL 4____ is defined as a set of specialized organizational capabilities for enabling value to
customers in the form of services. - answer Service management
Organizations who deliver services are referred to as ____. - answer service providers
Those to whom services are delivered are referred to as ____. - answer service
consumers
A(n) ____ is a person or a group of people that has its own functions with
responsibilities, authorities and relationships to achieve its objectives. - answer
organization
A person who defines requirements for services and takes responsibility for outcomes
from service consumption - answer Customer
A person who uses services - answer User
A person who authorizes the budget for service consumption - answerSponsor
A ____ is a means of enabling value co-creation by facilitating outcomes that customers
want to achieve, without the customer having to manage specific costs and risks. -
answerservice
A ____ is a configuration of resources, created by the organization, that will be
potentially valuable for their customers. - answerproduct
A ____ is a description of one or more services, designed to address the needs of a
target consumer group. A ____ may include goods, access to resources, and service
actions. - answerservice offering
Ownership is transferred to the consumer
Consumer takes responsibility for future use - answerGoods
Ownership is not transferred to the consumer
Access is granted/licensed under agreed terms or conditions - answerAccess to
Resources
Performed by the provider to address a consumer need
Performed according to agreement with the consumer - answerService Actions
, ____ consists of activities performed by a service provider to provide services. -
answerService provisioning
____ consists of activities performed by a service consumer to consume services. -
answerService consumption
____ consists of joint activities performed by a service provider and a service consumer
to ensure continual value co-creation based on agreed and available service offerings. -
answerService relationship management
An ____ is a tangible or intangible deliverable of an activity. - answeroutput
An ____ is a result for a stakeholder enabled by one or more outputs. - answeroutcome
____ refer to the amount of money spent on a specific activity or resource. -
answerCosts
____ refer to possible events that could cause harm or loss, or make it more difficult to
achieve objectives. - answerRisks
____ is the functionality offered by a product or service to meet a particular need. -
answerUtility
____ is the assurance that a product or service will meet agreed requirements. -
answerWarranty
A ____ is a series of steps an organization undertakes to create and deliver products
and services to service consumers. It combines the organization's value chain activities.
- answervalue stream
The ITIL ____ describes how all the components and activities of the organization work
together as a system to enable value creation. - answerservice value system (SVS)
____ represent options or possibilities to add vale for stakeholders or otherwise improve
the organization. - answerOpportunities
____ is the need or desire for products and services among internal and external
consumers. - answerDemand
The ____ are recommendations that can guide an organization in all circumstances,
regardless of changes in its goals, strategies, type of work, or management structure. -
answerguiding principles
____ is the means by which an organization is directed and controlled. -
answerGovernance
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller Dreamer252. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $13.49. You're not tied to anything after your purchase.
Can Stuvia be trusted?
4.6 stars on Google & Trustpilot (+1000 reviews)
80467 documents were sold in the last 30 days
Founded in 2010, the go-to place to buy study notes for 14 years now