Exam (elaborations)
ITIL 4 Foundation Exam Questions and Answers
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ITIL 4 Foundation Exam Questions and Answers
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ITIL 4 Foundation Exam Questions andAnswers
governance - 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? - Answer-1. 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? - Answer-1. user
2. customer
3. sponsor
What is a user? - Answer-a person who uses the service
What is a customer? - Answer-a person who defines the requirements and takes
responsiblity for the outcome of the consumption
What is a sponsor? - Answer-a person who authorizes the service for consumption, a
person who provide financial capability
service offering - Answer-a description of one or more services that are meant to
address the needs of a target group
service offering includes the following 3: - Answer-1. goods
2. access to resources
3. service to actions
access to resources - Answer-access to resources that are licensed to a consumer
under agreed conditions
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