ITIL 4 Foundation

Question 1

What is a ITIL?

Answer 1

A set of best practices and guidance in ITSM

Question 2

What is the means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks?

Answer 2

The Service Definition

Question 3

What is Utility definition?

Answer 3

The FUNCTIONALITY offered by a product or service to meet a particular need

Question 4

“What the service does” and “fit for purpose” are associated with what definition?

Answer 4

Utility definition

Question 5

What is Warranty definition?

Answer 5

Assurance that a product or service will meet agreed requirements

Question 6

“How the service performs” and “Fit for use” are associate with what definition?

Answer 6

Warranty definition

Question 7

What is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Answer 7

An Organization

Question 8

What role defines the requirements for a service and takes responsibility for the outcomes of the service consumption?

Answer 8

Customer

Question 9

The role that uses services

Answer 9

User

Question 10

The role that authorizes budget for service consumption

Answer 10

Sponsor

Question 11

What is Service Management?

Answer 11

A set of specialized organizational capabilities for enabling value for customers in the form of services

Question 12

What are some examples of organizational capabilities?

Answer 12

Management, Organization, Process, Knowledge, Peoples’ skills and knowledge

Question 13

What are some examples of organizational resources?

Answer 13

Financial Capital, Infrastructure, Applications, Information, and People

Question 14

What is Value in ITIL?

Answer 14

The perceived benefits, usefulness and importance of something

Question 15

A tangible or intangible deliverable of an activity is called?

Answer 15

An Output

Making the burger, computer, or house

Question 16

A result for a stakeholder enabled by one or more outputs is what?

Answer 16

Outcome

Customer gets to eat the burger, create apps on the computer, or start a family in a dream home

Question 17

What are the 3 elements that makes up Service Offering?

Answer 17

Goods, Access to Resources, & Service Actions

Question 18

A description of one or more services, designed to address the needs of a target consumer group.

Answer 18

Service Offering

Question 19

‘Ownership is transferred to the consumer’ is a description of what Service Offering component?

Answer 19

Goods

Question 20

‘Ownership is not transferred to the consumer’ is a description of what Service Offering component?

Answer 20

Access to Resources

Question 21

Access to the mobile network & network storage are examples of what component of Serving Offering ?

Answer 21

Access to Resources

Question 22

What component of Service Offering is performed by the Service provider to address a consumer’s needs

Answer 22

Service Actions

Question 23

User Support, & Replacement of a piece of equipment are examples of what Service Offering component?

Answer 23

Service Actions

Question 24

What is a cooperation between a service provider and service consumer?

Answer 24

A Service Relationship

Question 25

Activities performed by an organization to provide services are called what?

Answer 25

Service Provision

Question 26

Service Provision includes:

Answer 26

Access to resources, Fulfillment of the agreed service actions, SLM (Service Level Management), Continual Improvement, and Management of Resources

Question 27

What includes service actions performed by users, and management of the consumer’s resources needed to use the service?

Answer 27

Service Consumption

Question 28

Activities performed in order to consume is called?

Answer 28

Service Consumption

Question 29

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings is called what?

Answer 29

Service Relationship Management