ITIL Foundations 4 Exam

Question 1

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

Answer 1

Service Management

Question 2

The perceived benefits, usefulness and importance of
something.

Answer 2

Value

Question 3

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

Answer 3

Organization

Question 4

The role that defines the requirements for a service and
takes responsibility for the outcomes of service
consumption.

Answer 4

Customer

Question 5

The person who uses services.

Answer 5

User

Question 6

The role that authorizes budget for service consumption.

Answer 6

Sponsor

Question 7

A 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 7

Service

Question 8

A configuration of an organization’s resources designed to
offer value for a consumer.

Answer 8

Product

Question 9

A formal description of one or more services, designed to
address the needs of a target consumer group. A service
offering may include goods, access to resources, and
service actions.

Answer 9

Service Offering

Question 10

A co-operation between a service provider and service
consumer. Service relationships include service provision,
service consumption and service relationship management.

Answer 10

Service Relationship

Question 11

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

Answer 11

Service Relationship
Management

Question 12

Activities performed by an organization to provide services

Answer 12

Service provision

Question 13

Activities performed by an organization to consume services.

Answer 13

Service consumption

Question 14

A result for a stakeholder enabled by one or more outputs

Answer 14

Outcome

Question 15

A tangible or intangible deliverable of an activity.

Answer 15

Output

Question 16

The amount of money spent on a specific activity or resource.
Costs can also be expressed in non-monetary terms, such as
time spent and people allocated.

Answer 16

Cost

Question 17

A possible event that could cause harm or loss, or make it
more difficult to achieve objectives.

Answer 17

Risk

Question 18

The functionality offered by a product or service to meet a
particular need.

Answer 18

Utility

Question 19

Assurance that a product or service will meet agreed
requirements.

Answer 19

Warranty

Question 20

A series of steps an organization undertakes to create and
deliver products and services to consumers.

Answer 20

Value stream

Question 21

A set of interrelated or interacting activities that transforms
inputs into outputs. Processes define the sequence of
activities and their dependencies.

Answer 21

Process

Question 22

Any financially valuable component that can contribute to the
delivery of an IT product or service

Answer 22

IT asset

Question 23

Any component that needs to be managed in order to deliver
an IT service.

Answer 23

Configuration item

Question 24

Any change of state that has significance for the
management of a service or other configuration item (CI).

Answer 24

Event

Question 25

The addition, modification, or removal of anything that could have a direct or indirect effect on services.

Answer 25

Change

Question 26

A person or group who authorizes a change

Answer 26

Change authority

Question 27

An unplanned interruption to a service or reduction in the quality of a service.

Answer 27

Incident

Question 28

A cause or potential cause of prior, current, or future incidents.

Answer 28

Problem

Question 29

A problem that has been analysed but has not been resolved.

Answer 29

Known error

Question 30

A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.

Answer 30

Workaround

Question 31

A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

Answer 31

Service request

Question 32

A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

Answer 32

Service level agreement

Question 33

describes how all the components and activities of the organization work together as a system to enable value creation.

Answer 33

Service value system

Question 34

The four perspectives that are critical to the effective and efficient facilitation of value for customers and other stakeholders in the form of products and services.

Answer 34

Four dimensions of service management - VOIP

Question 35

A recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work, or management structure.

Answer 35

Guiding principle

Question 36

The means by which an organization is directed and controlled.

Answer 36

Governance

Question 37

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization.

Answer 37

Service value chain

Question 38

A set of organizational resources designed for performing work or accomplishing an objective.

Answer 38

Practice

Question 39

Continual improvement is a recurring organizational activity performed at all levels to ensure that an organization’s performance continually meets stakeholders’ expectations.

Answer 39

Continual improvement

Question 40

To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).

Answer 40

Information security management

Question 41

The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders

Answer 41

Relationship management

Question 42

The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services. This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.

Answer 42

Supplier management

Question 43

To plan and manage the full lifecycle of all IT assets, to help the organization: * Maximize value * Control costs * Manage risks * Support decision-making about purchase, re-use, and retirement of assets * Meet regulatory and contractual requirements.

Answer 43

IT asset management

Question 44

To systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events; it also establishes the appropriate response to those events, and conditions that indicate potential faults or incidents.

Answer 44

Monitoring and event management

Question 45

To make new and changed services and features available for use.

Answer 45

Release management

Question 46

To ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

Answer 46

Service configuration management

Question 47

To move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.

Answer 47

Deployment management

Question 48

To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services

Answer 48

Continual improvement

Question 49

To maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Answer 49

Change enablement

Question 50

To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

Answer 50

Incident management

Question 51

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

Answer 51

Problem management

Question 52

To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 52

Service request management

Question 53

To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users

Answer 53

Service desk

Question 54

To set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 54

Service level management