ITIL 4 Foundations Exam questions with complete solutions

ITIL 4 Foundations Exam questions with complete solutionsPESTLE (list) Political Economic Social Technological Legal Environmental 4 dimensions of service management organizations & people information & technology partners & suppliers value streams & processes components of the service value system inputs: -opportunity -demand components: -7 guiding principles -governance -service value chain -34 ITIL practices -continual improvement output: -value service value chain activities list plan engage design & transition obtain or build deliver & support improve value stream a series of steps that an organization uses to create and deliver products/services to a consumer ITIL activities -represent the steps an organization takes in the creation of value -each activity contributes to the value chain by transforming specific inputs into outputs ITIL practice (definition) a set of organizational resources designed for performing work or accomplishing an objective (e.g. service desk) ITIL service value system (SVS) a model representing how all the components and activities of an organization work together to facilitate value creation a set of interconnected activities that an organization performs in order to deliver a valuable product or service to its customers and facilitate value purpose of the SVS ensure that the organization continually co-creates value with all stakeholders through the use and management of products and services continual improvement (principle) a recurring activity to ensure that performance continually meets stakeholders' expectations service value chain (definition) an operating model that outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services governance the means by which an organization is directed and controlled opportunity ... plan (activity) ensures a shared understanding of the vision, status, and improvement direction for all four dimensions and all products and services across and org design and transition ensures products and services continually meet stakeholder expectations related to quality, costs, and time to market engage (activity) provides a good understanding of stakeholder needs, transparency, and continual engagement and good relationships with all stakeholders obtain or build ensures service components are available when and where they are needed and meet agreed specifications deliver and support ensures services are delivered and supported according to agreed specifications and stakeholders' expectations improve (activity) ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management (business) value the perceived benefits, usefulness, and importance of something organizations and people -roles and responsibilities -systems of authority and communication -a culture that supports objectives -the right level of capacity and competency in the workforce information and technology -information and knowledge necessary for management of services -technologies required to support services (e.g. communication systems, databases) -inputs and outputs of activities and practices partners and suppliers relationships with other orgs involved in the design, development, deployment, & improvement of service contracts and other agreements between the org and its partners/suppliers value streams and processes -defines the activities, workflows, controls, and procedures needed to achieve several objectives -concerned with how the various parts of the organization work in an integrated/coordinated way to enable value creation through products/services