ITIL 4 Foundations Exam
PESTLE (list) - ✔✔ correct answer Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - ✔✔ correct answer organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - ✔✔ correct answer inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
service value chain activities list - ✔✔ correct answer plan
engage
design & transition
obtain or build
deliver & support
,ITIL 4 Foundations Exam
improve
value stream - ✔✔ correct answer a series of steps that an organization uses to create and deliver
products/services to a consumer
ITIL activities - ✔✔ correct answer -represent the steps an organization takes in the creation of value
-each activity contributes to the value chain by transforming specific inputs into outputs
ITIL practice (definition) - ✔✔ correct answer a set of organizational resources designed for
performing work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - ✔✔ correct answer a model representing how all the components
and activities of an organization work together to facilitate value creation
a set of interconnected activities that an organization performs in order to deliver a valuable product
or service to its customers and facilitate value
purpose of the SVS - ✔✔ correct answer ensure that the organization continually co-creates value
with all stakeholders through the use and management of products and services
continual improvement (principle) - ✔✔ correct answer a recurring activity to ensure that
performance continually meets stakeholders' expectations
service value chain (definition) - ✔✔ correct answer an operating model that outlines the key
activities required to respond to demand and facilitate value realization through the creation and
management of products and services
governance - ✔✔ correct answer the means by which an organization is directed and controlled
opportunity - ✔✔ correct answer
plan (activity) - ✔✔ correct answer ensures a shared understanding of the vision, status, and
improvement direction for all four dimensions and all products and services across and org
, ITIL 4 Foundations Exam
design and transition - ✔✔ correct answer ensures products and services continually meet
stakeholder expectations related to quality, costs, and time to market
engage (activity) - ✔✔ correct answer provides a good understanding of stakeholder needs,
transparency, and continual engagement and good relationships with all stakeholders
obtain or build - ✔✔ correct answer ensures service components are available when and where they
are needed and meet agreed specifications
deliver and support - ✔✔ correct answer ensures services are delivered and supported according to
agreed specifications and stakeholders' expectations
improve (activity) - ✔✔ correct answer ensures continual improvement of products, services, and
practices across all value chain activities and the four dimensions of service management
(business) value - ✔✔ correct answer the perceived benefits, usefulness, and importance of
something
organizations and people - ✔✔ correct answer -roles and responsibilities
-systems of authority and communication
-a culture that supports objectives
-the right level of capacity and competency in the workforce
information and technology - ✔✔ correct answer -information and knowledge necessary for
management of services
-technologies required to support services (e.g. communication systems, databases)
-inputs and outputs of activities and practices
partners and suppliers - ✔✔ correct answer relationships with other orgs involved in the design,
development, deployment, & improvement of service contracts and other agreements between the
org and its partners/suppliers
value streams and processes - ✔✔ correct answer -defines the activities, workflows, controls, and
procedures needed to achieve several objectives
PESTLE (list) - ✔✔ correct answer Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - ✔✔ correct answer organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - ✔✔ correct answer inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
service value chain activities list - ✔✔ correct answer plan
engage
design & transition
obtain or build
deliver & support
,ITIL 4 Foundations Exam
improve
value stream - ✔✔ correct answer a series of steps that an organization uses to create and deliver
products/services to a consumer
ITIL activities - ✔✔ correct answer -represent the steps an organization takes in the creation of value
-each activity contributes to the value chain by transforming specific inputs into outputs
ITIL practice (definition) - ✔✔ correct answer a set of organizational resources designed for
performing work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - ✔✔ correct answer a model representing how all the components
and activities of an organization work together to facilitate value creation
a set of interconnected activities that an organization performs in order to deliver a valuable product
or service to its customers and facilitate value
purpose of the SVS - ✔✔ correct answer ensure that the organization continually co-creates value
with all stakeholders through the use and management of products and services
continual improvement (principle) - ✔✔ correct answer a recurring activity to ensure that
performance continually meets stakeholders' expectations
service value chain (definition) - ✔✔ correct answer an operating model that outlines the key
activities required to respond to demand and facilitate value realization through the creation and
management of products and services
governance - ✔✔ correct answer the means by which an organization is directed and controlled
opportunity - ✔✔ correct answer
plan (activity) - ✔✔ correct answer ensures a shared understanding of the vision, status, and
improvement direction for all four dimensions and all products and services across and org
, ITIL 4 Foundations Exam
design and transition - ✔✔ correct answer ensures products and services continually meet
stakeholder expectations related to quality, costs, and time to market
engage (activity) - ✔✔ correct answer provides a good understanding of stakeholder needs,
transparency, and continual engagement and good relationships with all stakeholders
obtain or build - ✔✔ correct answer ensures service components are available when and where they
are needed and meet agreed specifications
deliver and support - ✔✔ correct answer ensures services are delivered and supported according to
agreed specifications and stakeholders' expectations
improve (activity) - ✔✔ correct answer ensures continual improvement of products, services, and
practices across all value chain activities and the four dimensions of service management
(business) value - ✔✔ correct answer the perceived benefits, usefulness, and importance of
something
organizations and people - ✔✔ correct answer -roles and responsibilities
-systems of authority and communication
-a culture that supports objectives
-the right level of capacity and competency in the workforce
information and technology - ✔✔ correct answer -information and knowledge necessary for
management of services
-technologies required to support services (e.g. communication systems, databases)
-inputs and outputs of activities and practices
partners and suppliers - ✔✔ correct answer relationships with other orgs involved in the design,
development, deployment, & improvement of service contracts and other agreements between the
org and its partners/suppliers
value streams and processes - ✔✔ correct answer -defines the activities, workflows, controls, and
procedures needed to achieve several objectives
