ITIL 4 -Chapters 1 & 2 Exam Questions
and Answers
ITIL SVS (Service Value System) - Answer--Service value chain
-Practices
-Guiding principles
-Governance
-Continual Improvement
4 Dimensions model - Answer-1. Organizations and People
2. Information and Technology
3. Partners and Suppliers
4. Value Streams and Processes
Service Management - Answer-A set of specialized organizational capabilities for
enabling value for customers in the form of services
Value - Answer-The perceived benefits, usefulness, and importance of something. It is
co-created between the consumer and the provider.
Organization - Answer-A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
Customer - Answer-A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
User - Answer-A person who uses services.
Sponsor - Answer-A person who authorizes budget for services consumption.
Services - Answer-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.
Product - Answer-A configuration of an organization's resources designed to offer value
for a consumer.
Service offering - Answer-A formal description of one or more services, designed to
address the needs of a target consumer group. Examples may include goods, access to
resources, and service actions.
Service relationship - Answer-A cooperation between a service provider and service
consumer. Examples include service provision, service consumption, and service
relationship management.
and Answers
ITIL SVS (Service Value System) - Answer--Service value chain
-Practices
-Guiding principles
-Governance
-Continual Improvement
4 Dimensions model - Answer-1. Organizations and People
2. Information and Technology
3. Partners and Suppliers
4. Value Streams and Processes
Service Management - Answer-A set of specialized organizational capabilities for
enabling value for customers in the form of services
Value - Answer-The perceived benefits, usefulness, and importance of something. It is
co-created between the consumer and the provider.
Organization - Answer-A person or a group of people that has its own functions with
responsibilities, authorities, and relationships to achieve its objectives.
Customer - Answer-A person who defines the requirements for a service and takes
responsibility for the outcomes of service consumption.
User - Answer-A person who uses services.
Sponsor - Answer-A person who authorizes budget for services consumption.
Services - Answer-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.
Product - Answer-A configuration of an organization's resources designed to offer value
for a consumer.
Service offering - Answer-A formal description of one or more services, designed to
address the needs of a target consumer group. Examples may include goods, access to
resources, and service actions.
Service relationship - Answer-A cooperation between a service provider and service
consumer. Examples include service provision, service consumption, and service
relationship management.
