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ITIL Foundation. ITIL 4 Edition Questions with Solutions
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ITIL Foundation. ITIL 4 Edition
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ITIL Foundation. ITIL 4 EditionService management - answer A set of specialized organizational capabilities for
enabling value for customers in the form of services.
Value - answer The perceived benefits, usefulness, and importance of something.
Value co-creation - answer created through an active collaboration between providers
and consumers, as well as other organizations that are part of the relevant service
relationships.
Organization - answer A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
user - answer The role that uses services.
Customer - answerThe role that defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
Sponsor - answerThe role that authorizes budget for service consumption.
performance - answerA measure of what is achieved or delivered by a system, person,
team, practice, or service.
supplier - answerA stakeholder responsible for providing services that are used by an
organization.
Services - answerA means of enabling value co-creation by facilitating outcomes that
customers want to achieve, without the customer having to manage specific costs and
risks.
Product - answerA configuration of an organization's resources designed to offer value
for a consumer.
Service offering - answerA formal 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.
Goods - answerSupplied to the consumer Ownership is transferred to the consumer
Consumer takes responsibility for future use
Access to resources - answerOwnership is not transferred to the consumer Access is
granted or licensed to the consumer under agreed terms and conditions The consumer
, can only access the resources during the agreed consumption period and according to
other agreed service terms
Service actions - answerPerformed by the service provider to address a consumer's
needs Performed according to an agreement with the consumer
Service relationship - answerA cooperation between a service provider and service
consumer. Includes service provision, service consumption, and service relationship
management.
Service provision - answerActivities performed by an organization to provide services
Service consumption - answerActivities performed by an organization to consume
services.
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.
Output - answerA tangible or intangible deliverable of an activity.
Outcome - answerA result for a stakeholder enabled by one or more outputs.
Cost - answerThe amount of money spent on a specific activity or resource.
Risk - answerA possible event that could cause harm or loss, or make it more difficult to
achieve objectives.
critical success factor (CSF) - answerA necessary precondition for the achievement of
intended results.
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.
The Four Dimensions of Service Management - answer1. Organizations and people
2. Information and technology
3. Partners and suppliers
4. Value streams and processes
Key characteristics of cloud computing - answer1. on-demand availability
2. network access
3. resource pooling
4. rapid elasticity
5. measures service
6. supports high-velocity service delivery
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