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ITIL 4 Cert Exam Training Questions with Latest Update
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ITIL 4 Cert Exam Training Questions with Latest Update
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ITIL 4 Cert Exam Training Questions withLatest Update
Utility - Answer-The functionality offered by a product or service to meet a particular
need
Utility can be summarized as "what the service does" and can be used to determine
whether a service is "fit for purpose"
To have utility, a service must either support the performance of the consumer, or
remove constraints from the consumer
Warranty - Answer-About how a service performs
- Assurance that a product or service will meet agreed requirements
- Warranty can be summarized as "how the service performs" and can be used to
determine whether a service is "fit for use"
- Warranty often relates to service levels aligned with the needs of service consumers
- This may be based on a formal agreement, or it may be a marketing message or
brand image
- Warranty typically addresses such areas as the availability of the service, its capacity,
levels of security and continuity
- A service may be said to provide acceptable assurance, or 'warranty', if all defined
requirements are met
Customer - Answer-A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption
User - Answer-A person who uses services
Service Management - Answer-A set of specialized organizational capabilities for
enabling value for customers in the form of services
Sponsor - Answer-A person who authorizes budget for service consumption
Cost - Answer-The amount of money spent on a specific activity or resource. 2 types
involved in service relationships:
- costs removed from the consumer by the service
- costs imposed on the consumer by the service
Value - Answer-The perceived benefits, usefulness, and importance of something.
Without perceived benefits, you will not see value
- value is subject to the perception of the stakeholders, whether they be the customers
or consumers of a service, or part of the service provider organization(s)
- value can be subjective
, Organization - Answer-A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives
Outcome - Answer-A result for a stakeholder enabled by one or more outputs; in other
words, a stakeholder perspective on an output.
Output - Answer-A tangible or intangible deliverable of an activity
Risk - Answer-There are two types of risk that are of concern to service consumers:
- risks removed from a consumer by the service
- risks imposed on a consumer by the service
Key concepts associated with Risk - Answer-The duty of the provider is to manage the
detailed level of risk on behalf of the consumer.
The consumer contributes to the reduction of risk through:
- actively participating in the definition of the requirements of the service and the
clarification of its required outcomes
- clearly communicating the critical success factors (CSFs) and constraints that apply to
the service
- Ensuring the provider has access to ____
Key concepts of service relationships: Service Offering - Answer-A formal description of
one or more services, designed to address the needs of a target consumer group.
Components of a service offering include:
- goods supplied to the consumer with ownership supplied to the consumer. Ex. cell
phone or server
- access to resources - access granted or licensed to the consumer under agreed terms
and conditions. Ex. access to the network, or storage
- service actions performed by the service provider to address a consumer's needs, per
an agreement with the consumer
Service Relationship Management - Answer-Joint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on agreed
and available service offerings
Service Provision - Answer-Activities performed by an organization to provide services,
including:
- management of the provider's resources, configured to deliver the service
- Ensuring access to these resources for users
- Fulfilment of the agreed service actions
- Service level management and continual improvement
Service provision may also include the supplying of goods
Service Consumption - Answer-Activities performed by an organization to consume
services; includes:
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