ITIL 4 CERTIFICATION EVALUATION
COMPLETE QUESTIONS AND SOLUTIONS
GRADED APLUS
●● Value
Answer: The perceived benefits, usefulness, and importance of
something
●● Customer
Answer: Defines requirements for services
●● User
Answer: A person who uses the service
●● Sponsor
Answer: Authorizes budgets for services
●● Supplier
Answer: External partner who provides services to the organization
●● Organization
,Answer: A group of people that has its own functions, responsibilities,
and authorities to achieve specific objectives
●● Service
Answer: The means of enabling value co-creation by facilitating
outcomes that customers want to achieve without the customer having to
manage specific costs and risks
●● Product
Answer: A configuration of resources created by the organization that
will be potentially valuable to customers
●● Service Offering
Answer: A specific mix of services and products sold to a specific
customer.
Goods: ownership is transferred to customer
Access to resources: customer is allowed to use it
Service Actions: things the service provider does for the customer
●● Output
Answer: Tangible or intangible deliverable of an activity
●● Outcome
, Answer: Result for a stakeholder enabled by one or more outputs
●● Cost
Answer: Can be removed from the customer (part of value proposition)
and can be imposed on the customer ( price for service consumption)
●● Risk
Answer: Uncertainty of outcome. Can be good (opportunity) or bad
(hazard)
●● Utility
Answer: Fit for purpose, service does what it is meant to do
●● Warranty
Answer: Fit for use, service does this good enough (Availability,
Capacity, Continuity, Security)
●● Value
Answer: Utility + Warranty (+ perception)
●● PESTLE
Answer: Political
Economical
COMPLETE QUESTIONS AND SOLUTIONS
GRADED APLUS
●● Value
Answer: The perceived benefits, usefulness, and importance of
something
●● Customer
Answer: Defines requirements for services
●● User
Answer: A person who uses the service
●● Sponsor
Answer: Authorizes budgets for services
●● Supplier
Answer: External partner who provides services to the organization
●● Organization
,Answer: A group of people that has its own functions, responsibilities,
and authorities to achieve specific objectives
●● Service
Answer: The means of enabling value co-creation by facilitating
outcomes that customers want to achieve without the customer having to
manage specific costs and risks
●● Product
Answer: A configuration of resources created by the organization that
will be potentially valuable to customers
●● Service Offering
Answer: A specific mix of services and products sold to a specific
customer.
Goods: ownership is transferred to customer
Access to resources: customer is allowed to use it
Service Actions: things the service provider does for the customer
●● Output
Answer: Tangible or intangible deliverable of an activity
●● Outcome
, Answer: Result for a stakeholder enabled by one or more outputs
●● Cost
Answer: Can be removed from the customer (part of value proposition)
and can be imposed on the customer ( price for service consumption)
●● Risk
Answer: Uncertainty of outcome. Can be good (opportunity) or bad
(hazard)
●● Utility
Answer: Fit for purpose, service does what it is meant to do
●● Warranty
Answer: Fit for use, service does this good enough (Availability,
Capacity, Continuity, Security)
●● Value
Answer: Utility + Warranty (+ perception)
●● PESTLE
Answer: Political
Economical
