ITIL 4 FOUNDATIONS EXAM UPDATED FOR 2025 WITH 100% VERIFIED
SOLUTIONS 2023-2025
PESTLE (list)
Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management
Organizations & people
information & technology
partners & suppliers
value streams & processes
Components of the service value system
Inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
Service value chain activities list
Plan
engage
design & transition
obtain or build
,deliver & support
improve
Value stream
A series of steps that an organization uses to create and deliver products/services to a
consumer
ITIL activities
-represent the steps an organization takes in the creation of value
-each activity contributes to the value chain by transforming specific inputs into outputs
ITIL practice (definition)
A set of organizational resources designed for performing work or accomplishing an objective
(e.g. Service desk)
ITIL service value system (SVS)
A model representing how all the components and activities of an organization work together to
facilitate value creation
a set of interconnected activities that an organization performs in order to deliver a valuable
product or service to its customers and facilitate value
Purpose of the SVS
Ensure that the organization continually co-creates value with all stakeholders through the use
and management of products and services
Continual improvement (principle)
A recurring activity to ensure that performance continually meets stakeholders' expectations
Service value chain (definition)
An operating model that outlines the key activities required to respond to demand and facilitate
value realization through the creation and management of products and services
Governance
The means by which an organization is directed and controlled
Opportunity
Plan (activity)
, 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
Ensures products and services continually meet stakeholder expectations related to quality,
costs, and time to market
Engage (activity)
Provides a good understanding of stakeholder needs, transparency, and continual engagement
and good relationships with all stakeholders
Obtain or build
Ensures service components are available when and where they are needed and meet agreed
specifications
Deliver and support
Ensures services are delivered and supported according to agreed specifications and
stakeholders' expectations
Improve (activity)
Ensures continual improvement of products, services, and practices across all value chain
activities and the four dimensions of service management
(business) value
The perceived benefits, usefulness, and importance of something
Organizations and people
-roles and responsibilities
-systems of authority and communication
-a culture that supports objectives
-the right level of capacity and competency in the workforce
Information and technology
-information and knowledge necessary for management of services
-technologies required to support services (e.g. Communication systems, databases)
-inputs and outputs of activities and practices
Partners and suppliers
SOLUTIONS 2023-2025
PESTLE (list)
Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management
Organizations & people
information & technology
partners & suppliers
value streams & processes
Components of the service value system
Inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
Service value chain activities list
Plan
engage
design & transition
obtain or build
,deliver & support
improve
Value stream
A series of steps that an organization uses to create and deliver products/services to a
consumer
ITIL activities
-represent the steps an organization takes in the creation of value
-each activity contributes to the value chain by transforming specific inputs into outputs
ITIL practice (definition)
A set of organizational resources designed for performing work or accomplishing an objective
(e.g. Service desk)
ITIL service value system (SVS)
A model representing how all the components and activities of an organization work together to
facilitate value creation
a set of interconnected activities that an organization performs in order to deliver a valuable
product or service to its customers and facilitate value
Purpose of the SVS
Ensure that the organization continually co-creates value with all stakeholders through the use
and management of products and services
Continual improvement (principle)
A recurring activity to ensure that performance continually meets stakeholders' expectations
Service value chain (definition)
An operating model that outlines the key activities required to respond to demand and facilitate
value realization through the creation and management of products and services
Governance
The means by which an organization is directed and controlled
Opportunity
Plan (activity)
, 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
Ensures products and services continually meet stakeholder expectations related to quality,
costs, and time to market
Engage (activity)
Provides a good understanding of stakeholder needs, transparency, and continual engagement
and good relationships with all stakeholders
Obtain or build
Ensures service components are available when and where they are needed and meet agreed
specifications
Deliver and support
Ensures services are delivered and supported according to agreed specifications and
stakeholders' expectations
Improve (activity)
Ensures continual improvement of products, services, and practices across all value chain
activities and the four dimensions of service management
(business) value
The perceived benefits, usefulness, and importance of something
Organizations and people
-roles and responsibilities
-systems of authority and communication
-a culture that supports objectives
-the right level of capacity and competency in the workforce
Information and technology
-information and knowledge necessary for management of services
-technologies required to support services (e.g. Communication systems, databases)
-inputs and outputs of activities and practices
Partners and suppliers
