Chapter 1 - Introduction

Question 1

What are the key components of the ITIL 4 framework?

Answer 1

• the ITIL service value system (SVS)

- the four dimensions model

Question 2

Define the ITIL SVS.

Answer 2

• ITIL service value system (SVS)
• represents how the various components and activities of the organization work together to facilitate value creation through IT-enabled services

Question 3

What are the core components of the ITIL service value system (SVS)?

Answer 3

• the ITIL service value chain
• the ITIL practices
• the ITIL guiding principles
• governance
• continual improvement

Question 4

What is the four dimensions model?

Answer 4

ITIL 4 outlines the four dimensions of service management to ensure a holistic approach to service management:

• organizations and people
• information and technology
• partners and suppliers
• value streams and processes