ITIL 4 FOUNDATION. KEY CONCEPTS
OF SERVICE MANAGEMENT
According to ITIL 4, what is the generic role used to simplify the definition and
description of the structure of service relationships? - answer Service consumer
What is a configuration of resources, created by the organization that will be potentially
valuable to their consumers? - answer Products
Which of these is NOT a service offering? - answer Consulting
What term refers to possible events that could cause harm or loss, or make it difficult to
achieve objectives? - answerRisk
Which statement does NOT represent a way in which a consumer could contribute to
the reduction of risk? - answerMaking certain that a high degree of functionality exists
through the assessment of utility and warranty of the service offering.
Who assumes the role of a person who authorizes the budget for service consumption?
- answerSponsor
Which of these activities is NOT specifically a function of the ITIL 4 Service Relationship
Model? - answerFulfill
Which of these are other valid stakeholders in value? - answerShareholders,
Community, Lenders, Employees
What service specifically offers assurance in areas such as availability, capacity, and
security levels? - answerWarranty
According to ITIL 4 Service Relationship Model which of the following are activities of an
organization as provider and consumer of services? - answerOffer, Provide, Obtain and
Configure
Which descriptions represent components of service provisioning? -
answerManagement of provider resources configured to deliver services; Provision of
access to resources for users; Service performance management; Fulfillment of the
agreed service actions
What can be used to determine whether a service is "fit for purpose"? - answerUtility
What is NOT a core consumer role in ITIL 4? - answerStakeholder
OF SERVICE MANAGEMENT
According to ITIL 4, what is the generic role used to simplify the definition and
description of the structure of service relationships? - answer Service consumer
What is a configuration of resources, created by the organization that will be potentially
valuable to their consumers? - answer Products
Which of these is NOT a service offering? - answer Consulting
What term refers to possible events that could cause harm or loss, or make it difficult to
achieve objectives? - answerRisk
Which statement does NOT represent a way in which a consumer could contribute to
the reduction of risk? - answerMaking certain that a high degree of functionality exists
through the assessment of utility and warranty of the service offering.
Who assumes the role of a person who authorizes the budget for service consumption?
- answerSponsor
Which of these activities is NOT specifically a function of the ITIL 4 Service Relationship
Model? - answerFulfill
Which of these are other valid stakeholders in value? - answerShareholders,
Community, Lenders, Employees
What service specifically offers assurance in areas such as availability, capacity, and
security levels? - answerWarranty
According to ITIL 4 Service Relationship Model which of the following are activities of an
organization as provider and consumer of services? - answerOffer, Provide, Obtain and
Configure
Which descriptions represent components of service provisioning? -
answerManagement of provider resources configured to deliver services; Provision of
access to resources for users; Service performance management; Fulfillment of the
agreed service actions
What can be used to determine whether a service is "fit for purpose"? - answerUtility
What is NOT a core consumer role in ITIL 4? - answerStakeholder
