Summary ITIL 4 Foundation Complete Exam Review Guide.

ITIL 4 Foundation Complete Exam Review Guide. governance - service management - value - Who determines the perceived value? - value is objective - organization - What are the 2 roles an organization can provide? - Value is _______________ by the service provider and consumer - What are the 3 roles for a consumer provider? - What is a user? - What is a customer? - What is a sponsor? - service offering - service offering includes the following 3: access to resources - service action - service relationship - service provision - service consumption - What is an example of a service consumption? - service relationship management - A organization can never be both a service provider and a service consumer - What is an example of a sponsor? - service - outcome - output - outcome vs output - cost - Cost is always measured in money - What is an FTE? - risk - Things to do with risk Risk avoidance risk acceptance risk transfer risk mitigation utility warranty - fit for use "how a service does it" "what the service does" Both utility and warranty is required for a service organization - Areas that warranty addresses - Areas that concerns utility What's the difference between IT Service technology and IT Service Management? IT service management technologies are tools that support internal workflows and processes, allowing internal teams to support the users A partnership... - A supplier relationship has - service integration and management - service integrator - partner vs suppliers - value stream - process What is the PESTLE model? What is a service value system (SVS)?