Ch.1

Question 1

Governance

Answer 1

Enables the organization to maintain the alignment of its operations with the strategic direction determined by its governing body.

Question 2

ITIL (Information Technology Infrastructure Library)

Answer 2

A good-practice guidance applicable to all types of organizations that provide services to businesses.

Question 3

ITIL framework

Answer 3

A source of good practice in service management.

Question 4

ITIL guiding principles

Answer 4

Help to guide organizational decisions and actions and ensure a shared understanding and unified approach to ITSM throughout the organization.

Question 5

ITIL practices

Answer 5

Enhance the flexibility of the service value chain by supporting multiple chain activities.

Question 6

SVS (service value system)

Answer 6

Describes how the components and activities of an organization interact to create value through IT-enabled services.

Question 7

The ITIL service value chain

Answer 7

A flexible model for the creation, delivery, and continual improvement of services.