ITIL 4 Foundations Exam Questions And 100%
Correct Answers 2024-2025
PESTLE list - Answer Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - Answer organisations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - Answer inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
,output:
-value
service value chain activities list - Answer plan
engage
design & transition
obtain or build
deliver & support
improve
value stream - Answer A series of steps that an organization uses to create & deliver
products/services to a consumer
ITIL activities-explain-the actions of an organization in the co-creation of value
-each activity adds value to the value chain by converting dedicated inputs into outputs
ITIL practice-definition-respond-an organizational resource that performs work or
achieves an objective, such as service desk
ITIL service value system (SVS)-Explicit a model representing how all the components
and activities of the organization coordinate to enable value creation
A collection of interrelated activities performed by an organization to produce a
valuable product or service for its customers and enable value.
purpose of the SVS - Answer: ensure organization is continuously co-creating value with
all stakeholders in use and management of its products and services
, Continuous improvement (principle) - Answer: recurring activity, to ensure that
performance meets the stakeholder's requirements
service value chain-definition-An operating model describing the core activities that are
necessary to enable the response to demand and realize value through the creation and
management of products and services. Governance- The way that an organization is
directed and controlled. Opportunity-
Plan activity - Answer 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 - Answer ensures products and services continually meet
stakeholder expectations related to quality, costs and time to market
engage activity - Answer provides a good understanding of the needs of stakeholders,
transparency, and continued engagement and good relations with all stakeholders
Obtain or build - Answer ensures service components are available when and where
they are needed, and that they meet agreed specifications Deliver and support - Answer
ensures services are delivered and supported according to agreed specifications and
the expectations of stakeholders Activity - improve: Answer ensures the continual
improvement of products, services and practices across all activities of the value chain
and the four dimensions of service management
value: Answer perceived benefits, usefulness and importance of something
organisations and people: Answer -roles and responsibilities
-systems of authority and communication
-a culture supporting objectives
-correct level of capacity and competency in the workforce
information and technology: Answer -information and knowledge required to manage
services
-technologies needed to support services Eg systems for communication, databases
Correct Answers 2024-2025
PESTLE list - Answer Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - Answer organisations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - Answer inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
,output:
-value
service value chain activities list - Answer plan
engage
design & transition
obtain or build
deliver & support
improve
value stream - Answer A series of steps that an organization uses to create & deliver
products/services to a consumer
ITIL activities-explain-the actions of an organization in the co-creation of value
-each activity adds value to the value chain by converting dedicated inputs into outputs
ITIL practice-definition-respond-an organizational resource that performs work or
achieves an objective, such as service desk
ITIL service value system (SVS)-Explicit a model representing how all the components
and activities of the organization coordinate to enable value creation
A collection of interrelated activities performed by an organization to produce a
valuable product or service for its customers and enable value.
purpose of the SVS - Answer: ensure organization is continuously co-creating value with
all stakeholders in use and management of its products and services
, Continuous improvement (principle) - Answer: recurring activity, to ensure that
performance meets the stakeholder's requirements
service value chain-definition-An operating model describing the core activities that are
necessary to enable the response to demand and realize value through the creation and
management of products and services. Governance- The way that an organization is
directed and controlled. Opportunity-
Plan activity - Answer 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 - Answer ensures products and services continually meet
stakeholder expectations related to quality, costs and time to market
engage activity - Answer provides a good understanding of the needs of stakeholders,
transparency, and continued engagement and good relations with all stakeholders
Obtain or build - Answer ensures service components are available when and where
they are needed, and that they meet agreed specifications Deliver and support - Answer
ensures services are delivered and supported according to agreed specifications and
the expectations of stakeholders Activity - improve: Answer ensures the continual
improvement of products, services and practices across all activities of the value chain
and the four dimensions of service management
value: Answer perceived benefits, usefulness and importance of something
organisations and people: Answer -roles and responsibilities
-systems of authority and communication
-a culture supporting objectives
-correct level of capacity and competency in the workforce
information and technology: Answer -information and knowledge required to manage
services
-technologies needed to support services Eg systems for communication, databases
