ITIL 4 Foundation ACTUAL QUESTIONS
AND CORRECT ANSWERS
governance - CORRECT ANSWERS the means by which an
organization is directed and controlled
service management - CORRECT ANSWERS A set of specialized
organizational capabilities for providing value to customers in the form of
services
value - CORRECT ANSWERS the perceived benefits, usefulness, and
importance of something
Who determines the perceived value? - CORRECT ANSWERS the
RECIPIENT
value is objective - CORRECT ANSWERS False
organization - CORRECT ANSWERS 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? - CORRECT ANSWERS
1. service provider
2. service consumer
Value is _______________ by the service provider and consumer - CORRECT
ANSWERS co-created
, What are the 3 roles for a consumer provider? - CORRECT ANSWERS
1. user
2. customer
3. sponsor
What is a user? - CORRECT ANSWERS a person who uses the service
What is a customer? - CORRECT ANSWERS a person who defines the
requirements and takes responsiblity for the outcome of the consumption
What is a sponsor? - CORRECT ANSWERS a person who authorizes
the service for consumption, a person who provide financial capability
service offering - CORRECT ANSWERS a description of one or more
services that are meant to address the needs of a target group
service offering includes the following 3: - CORRECT ANSWERS 1.
goods
2. access to resources
3. service to actions
access to resources - CORRECT ANSWERS access to resources that are
licensed to a consumer under agreed conditions
service action - CORRECT ANSWERS actions performed to address a
consumer's needs
service relationship - CORRECT ANSWERS the cooperation between a
service provider and a service consumer
AND CORRECT ANSWERS
governance - CORRECT ANSWERS the means by which an
organization is directed and controlled
service management - CORRECT ANSWERS A set of specialized
organizational capabilities for providing value to customers in the form of
services
value - CORRECT ANSWERS the perceived benefits, usefulness, and
importance of something
Who determines the perceived value? - CORRECT ANSWERS the
RECIPIENT
value is objective - CORRECT ANSWERS False
organization - CORRECT ANSWERS 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? - CORRECT ANSWERS
1. service provider
2. service consumer
Value is _______________ by the service provider and consumer - CORRECT
ANSWERS co-created
, What are the 3 roles for a consumer provider? - CORRECT ANSWERS
1. user
2. customer
3. sponsor
What is a user? - CORRECT ANSWERS a person who uses the service
What is a customer? - CORRECT ANSWERS a person who defines the
requirements and takes responsiblity for the outcome of the consumption
What is a sponsor? - CORRECT ANSWERS a person who authorizes
the service for consumption, a person who provide financial capability
service offering - CORRECT ANSWERS a description of one or more
services that are meant to address the needs of a target group
service offering includes the following 3: - CORRECT ANSWERS 1.
goods
2. access to resources
3. service to actions
access to resources - CORRECT ANSWERS access to resources that are
licensed to a consumer under agreed conditions
service action - CORRECT ANSWERS actions performed to address a
consumer's needs
service relationship - CORRECT ANSWERS the cooperation between a
service provider and a service consumer
