ITIL 4 Foundation Complete Exam Review Guide

ITIL 4 Foundation Complete Exam Review Guide 1. governance: the means by which an organization is directed and controlled 2. service management: A set of specialized organizational capabilities for pro- viding value to customers in the form of services 3. value: the perceived benefits, usefulness, and importance of something 4. Who determines the perceived value?: the RECIPIENT 5. value is objective: False 6. organization: a person or a group of people that have it's own functions, responsibilities, and relationships to perform it's own activities 7. What are the 2 roles an organization can provide?: 1. service provider 2. service consumer 8. Value is by the service provider and consumer: co-cre- ated 9. What are the 3 roles for a consumer provider?: 1. user 2. customer