ITIL 4 Exam
Service Management - ✔✔ correct answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Service Management - ✔✔ correct answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Output - ✔✔ correct answer Tangible or intangible deliverable of an activity
Outcome - ✔✔ correct answer Result for a stakeholder produced by one or more outputs.
Cost - ✔✔ correct answer Amount or money spent on a specific activity or resource
Risk - ✔✔ correct answer Possible event that could cause harm or loss, of make it more difficult to
achieve objectives
Organization - ✔✔ correct answer A person or a group of people that has its own functions &
responsibilities, authorities & relationships to achieve its objectives
Value - ✔✔ correct answer Perceived benefits, usefulness, importance of something
Service offering - ✔✔ correct answer 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.
Service relationships - ✔✔ correct answer A co-operation between a service provider and service
consumer. Service relationships include service provision, service consumption and service
relationship management
Service relationship management - ✔✔ correct answer Joint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on agreed and available
service offerings.
Service Provision - ✔✔ correct answer Activities performed by an organization to provide services.
Includes management of resources, configured to deliver the service, access to these resources for
, ITIL 4 Exam
users, fulfilment of the agreed service actions, service performance management and continual
improvement. It may also include the supply of goods.
Service consumption - ✔✔ correct answer Activities performed by an organization to consume
services. Includes the management of the consumer's resources needed to use the service, service
use actions performed by users, and may include the receiving (acquiring) of goods.
Value stream - ✔✔ correct answer A series of steps an organization undertakes to create & deliver
products & services to consumers
Process - ✔✔ correct answer A set of interrelated or interacting activities that transform inputs into
outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes
define the sequence of actions and their dependencies.
Practice - ✔✔ correct answer A set of organizational resources designed for performing work or
accomplishing an objective.
Continual improvement practice - ✔✔ correct answer The practice of aligning an organization's
practices and services with changing business needs through the ongoing identification and
improvement of all elements involved in the effective management of products and services.
Configuration item (CI) - ✔✔ correct answer Any component that needs to be managed in order to
deliver an IT service
IT asset - ✔✔ correct answer Any valuable component that can contribute to delivery of an IT
product or service
Utility - ✔✔ correct answer The functionality offered by a product or service to meet a particular
need
Warranty - ✔✔ correct answer Assurance that a product or service will meet agreed requirements
ITIL Guiding Principles (definition) - ✔✔ correct answer Immutable organizational guides which are
universal, not impacted by changes to goals or strategy, or type of work or management structure.
Fundamental to Adoption of Service Management and Adaptation of the ITIL framework
Service Management - ✔✔ correct answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Service Management - ✔✔ correct answer A set of specialized organizational capabilities for
enabling value for customers in the form of services
Output - ✔✔ correct answer Tangible or intangible deliverable of an activity
Outcome - ✔✔ correct answer Result for a stakeholder produced by one or more outputs.
Cost - ✔✔ correct answer Amount or money spent on a specific activity or resource
Risk - ✔✔ correct answer Possible event that could cause harm or loss, of make it more difficult to
achieve objectives
Organization - ✔✔ correct answer A person or a group of people that has its own functions &
responsibilities, authorities & relationships to achieve its objectives
Value - ✔✔ correct answer Perceived benefits, usefulness, importance of something
Service offering - ✔✔ correct answer 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.
Service relationships - ✔✔ correct answer A co-operation between a service provider and service
consumer. Service relationships include service provision, service consumption and service
relationship management
Service relationship management - ✔✔ correct answer Joint activities performed by a service
provider and a service consumer to ensure continual value co-creation based on agreed and available
service offerings.
Service Provision - ✔✔ correct answer Activities performed by an organization to provide services.
Includes management of resources, configured to deliver the service, access to these resources for
, ITIL 4 Exam
users, fulfilment of the agreed service actions, service performance management and continual
improvement. It may also include the supply of goods.
Service consumption - ✔✔ correct answer Activities performed by an organization to consume
services. Includes the management of the consumer's resources needed to use the service, service
use actions performed by users, and may include the receiving (acquiring) of goods.
Value stream - ✔✔ correct answer A series of steps an organization undertakes to create & deliver
products & services to consumers
Process - ✔✔ correct answer A set of interrelated or interacting activities that transform inputs into
outputs. A process takes one or more defined inputs and turns them into defined outputs. Processes
define the sequence of actions and their dependencies.
Practice - ✔✔ correct answer A set of organizational resources designed for performing work or
accomplishing an objective.
Continual improvement practice - ✔✔ correct answer The practice of aligning an organization's
practices and services with changing business needs through the ongoing identification and
improvement of all elements involved in the effective management of products and services.
Configuration item (CI) - ✔✔ correct answer Any component that needs to be managed in order to
deliver an IT service
IT asset - ✔✔ correct answer Any valuable component that can contribute to delivery of an IT
product or service
Utility - ✔✔ correct answer The functionality offered by a product or service to meet a particular
need
Warranty - ✔✔ correct answer Assurance that a product or service will meet agreed requirements
ITIL Guiding Principles (definition) - ✔✔ correct answer Immutable organizational guides which are
universal, not impacted by changes to goals or strategy, or type of work or management structure.
Fundamental to Adoption of Service Management and Adaptation of the ITIL framework
