ITIL 4 Exam UPDATED Study Guide
QUESTIONS AND CORRECT ANSWERS
- Service Management - CORRECT ANSWERS A set of
specialized organizational capabilities for enabling value for
customers in the form of services
Service Management - CORRECT ANSWERS A set of
specialized organizational capabilities for enabling value for
customers in the form of services
Output - CORRECT ANSWERS Tangible or intangible
deliverable of an activity
Outcome - CORRECT ANSWERS Result for a stakeholder
produced by one or more outputs.
Cost - CORRECT ANSWERS Amount or money spent on a
specific activity or resource
Risk - CORRECT ANSWERS Possible event that could cause
harm or loss, of make it more difficult to achieve objectives
Organization - CORRECT ANSWERS A person or a group of
people that has its own functions & responsibilities, authorities &
relationships to achieve its objectives
, Value - CORRECT ANSWERS Perceived benefits, usefulness,
importance of something
Service offering - CORRECT ANSWERS 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 ANSWERS 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 ANSWERS
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 ANSWERS Activities
performed by an organization to provide services. Includes
management of resources, configured to deliver the service, access to
these resources for users, fulfilment of the agreed service actions,
service performance management and continual improvement. It may
also include the supply of goods.
Service consumption - CORRECT ANSWERS 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.
QUESTIONS AND CORRECT ANSWERS
- Service Management - CORRECT ANSWERS A set of
specialized organizational capabilities for enabling value for
customers in the form of services
Service Management - CORRECT ANSWERS A set of
specialized organizational capabilities for enabling value for
customers in the form of services
Output - CORRECT ANSWERS Tangible or intangible
deliverable of an activity
Outcome - CORRECT ANSWERS Result for a stakeholder
produced by one or more outputs.
Cost - CORRECT ANSWERS Amount or money spent on a
specific activity or resource
Risk - CORRECT ANSWERS Possible event that could cause
harm or loss, of make it more difficult to achieve objectives
Organization - CORRECT ANSWERS A person or a group of
people that has its own functions & responsibilities, authorities &
relationships to achieve its objectives
, Value - CORRECT ANSWERS Perceived benefits, usefulness,
importance of something
Service offering - CORRECT ANSWERS 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 ANSWERS 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 ANSWERS
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 ANSWERS Activities
performed by an organization to provide services. Includes
management of resources, configured to deliver the service, access to
these resources for users, fulfilment of the agreed service actions,
service performance management and continual improvement. It may
also include the supply of goods.
Service consumption - CORRECT ANSWERS 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.
