ITIL V4 (with complete solutions)

Service management is defined as correct answers as a set of specialized organizational capabilities for enabling value to customers in the form of services. Value is the correct answers perceived benefits, usefulness and importance of something. Providers and Consumers Co-Create Value correct answers o Organizations who deliver services are correct answers referred to as service providers. Those to whom services are delivered are correct answers referred to as service consumers. o An organization is a correct answers person or a group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives Customer correct answers ▪ A person who defines requirements for services and takes responsibility for outcomes from service consumption User correct answers ▪ A person who uses services Sponsor correct answers ▪ A person who authorizes the budget for service consumption A service is a correct answers means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. A product is a correct answers configuration of resources, created by the organization, that will be potentially valuable for their customers. What is a Service Offering? What can be included in that service offering? correct answers o a 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. When a service offering includes Goods: correct answers Ownership is transferred to the consumer Consumer takes responsibility for future use When a service offering includes Access to Resources: correct answers ● Ownership is not transferred to the consumer ● Access is granted/licensed under agreed terms or conditions