ITIL 4 Foundation
governance - ✔✔ correct answer the means by which an organization is directed and controlled
service management - ✔✔ correct answer A set of specialized organizational capabilities for
providing value to customers in the form of services
value - ✔✔ correct answer the perceived benefits, usefulness, and importance of something
Who determines the perceived value? - ✔✔ correct answer the RECIPIENT
value is objective - ✔✔ correct answer False
organization - ✔✔ correct answer a person or a group of people that have it's own functions,
responsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide? - ✔✔ correct answer 1. service provider
2. service consumer
Value is _______________ by the service provider and consumer - ✔✔ correct answer co-created
What are the 3 roles for a consumer provider? - ✔✔ correct answer 1. user
2. customer
3. sponsor
What is a user? - ✔✔ correct answer a person who uses the service
What is a customer? - ✔✔ correct answer a person who defines the requirements and takes
responsiblity for the outcome of the consumption
What is a sponsor? - ✔✔ correct answer a person who authorizes the service for consumption, a
person who provide financial capability
service offering - ✔✔ correct answer a description of one or more services that are meant to address
the needs of a target group
, ITIL 4 Foundation
service offering includes the following 3: - ✔✔ correct answer 1. goods
2. access to resources
3. service to actions
access to resources - ✔✔ correct answer access to resources that are licensed to a consumer under
agreed conditions
service action - ✔✔ correct answer actions performed to address a consumer's needs
service relationship - ✔✔ correct answer the cooperation between a service provider and a service
consumer
service provision - ✔✔ correct answer the services performed by the service provider, activities
performed by an organization to provide services
service consumption - ✔✔ correct answer activities performed by an organization to consumer a
service
What is an example of a service consumption? - ✔✔ correct answer request for data-rolling from
service provider
service relationship management - ✔✔ correct answer activities that a service provider and service
consumer do, working together to enable value co-creation based upon agreed service offerings
A organization can never be both a service provider and a service consumer - ✔✔ correct answer
False
What is an example of a sponsor? - ✔✔ correct answer A parent buying a car for his/her teenage
child
service - ✔✔ correct answer means of enabling value by facilitating outcomes that customers want
to achieve, without the customer having to manage costs and risks
governance - ✔✔ correct answer the means by which an organization is directed and controlled
service management - ✔✔ correct answer A set of specialized organizational capabilities for
providing value to customers in the form of services
value - ✔✔ correct answer the perceived benefits, usefulness, and importance of something
Who determines the perceived value? - ✔✔ correct answer the RECIPIENT
value is objective - ✔✔ correct answer False
organization - ✔✔ correct answer a person or a group of people that have it's own functions,
responsibilities, and relationships to perform it's own activities
What are the 2 roles an organization can provide? - ✔✔ correct answer 1. service provider
2. service consumer
Value is _______________ by the service provider and consumer - ✔✔ correct answer co-created
What are the 3 roles for a consumer provider? - ✔✔ correct answer 1. user
2. customer
3. sponsor
What is a user? - ✔✔ correct answer a person who uses the service
What is a customer? - ✔✔ correct answer a person who defines the requirements and takes
responsiblity for the outcome of the consumption
What is a sponsor? - ✔✔ correct answer a person who authorizes the service for consumption, a
person who provide financial capability
service offering - ✔✔ correct answer a description of one or more services that are meant to address
the needs of a target group
, ITIL 4 Foundation
service offering includes the following 3: - ✔✔ correct answer 1. goods
2. access to resources
3. service to actions
access to resources - ✔✔ correct answer access to resources that are licensed to a consumer under
agreed conditions
service action - ✔✔ correct answer actions performed to address a consumer's needs
service relationship - ✔✔ correct answer the cooperation between a service provider and a service
consumer
service provision - ✔✔ correct answer the services performed by the service provider, activities
performed by an organization to provide services
service consumption - ✔✔ correct answer activities performed by an organization to consumer a
service
What is an example of a service consumption? - ✔✔ correct answer request for data-rolling from
service provider
service relationship management - ✔✔ correct answer activities that a service provider and service
consumer do, working together to enable value co-creation based upon agreed service offerings
A organization can never be both a service provider and a service consumer - ✔✔ correct answer
False
What is an example of a sponsor? - ✔✔ correct answer A parent buying a car for his/her teenage
child
service - ✔✔ correct answer means of enabling value by facilitating outcomes that customers want
to achieve, without the customer having to manage costs and risks
