NEW 2025 ITIL 4 FOUNDATION
Governance - ANSWER how an organization is controlled and directed
service management - ANSWER Organizational capabilities supporting value
creation in services
value - ANSWER benefits, worth and usefulness
Whose perception is to be taken as value? - ANSWER of the RECIPIENT
Value is objective - ANSWER FALSE
organization - ANSWER a person or a group of people that have it's own
functions, responsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide? - ANSWER 1. service
provider
2. service consumer
Value is _______________ by the service provider and consumer - ANSWER
co-created
What are the 3 roles for a consumer provider? - ANSWER 1. user
2. customer
, 3. sponsor
What is a user? - ANSWER a person who uses the service
What is a customer? - ANSWER a person who defines the requirements and
takes responsiblity for the outcome of the consumption
What is a sponsor? - ANSWER a person who authorizes the service for
consumption, a person who provide financial capability
service offering - ANSWER a description of one or more services that are
intended to meet the needs of a target group
service offering includes the following 3: - ANSWER 1. goods
2. access to resources
3. service to actions
access to resources - ANSWER access to resources that are licensed to a
consumer under agreed conditions
service activity - ANSWER actions taken to address a consumer's needs
service relationship - ANSWER the collaboration between a service provider
and a service consumer
service provision - ANSWER the services carried out by the service provider,
activities carried out by an organization to provide services
Governance - ANSWER how an organization is controlled and directed
service management - ANSWER Organizational capabilities supporting value
creation in services
value - ANSWER benefits, worth and usefulness
Whose perception is to be taken as value? - ANSWER of the RECIPIENT
Value is objective - ANSWER FALSE
organization - ANSWER a person or a group of people that have it's own
functions, responsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide? - ANSWER 1. service
provider
2. service consumer
Value is _______________ by the service provider and consumer - ANSWER
co-created
What are the 3 roles for a consumer provider? - ANSWER 1. user
2. customer
, 3. sponsor
What is a user? - ANSWER a person who uses the service
What is a customer? - ANSWER a person who defines the requirements and
takes responsiblity for the outcome of the consumption
What is a sponsor? - ANSWER a person who authorizes the service for
consumption, a person who provide financial capability
service offering - ANSWER a description of one or more services that are
intended to meet the needs of a target group
service offering includes the following 3: - ANSWER 1. goods
2. access to resources
3. service to actions
access to resources - ANSWER access to resources that are licensed to a
consumer under agreed conditions
service activity - ANSWER actions taken to address a consumer's needs
service relationship - ANSWER the collaboration between a service provider
and a service consumer
service provision - ANSWER the services carried out by the service provider,
activities carried out by an organization to provide services
