ITIL 4 Foundations Exam with complete
solutions 2024/2025
PESTLE (list) - ANSWER- Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - ANSWER- organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - ANSWER- inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
service value chain activities list - ANSWER- plan
engage
,design & transition
obtain or build
deliver & support
improve
value stream - ANSWER- a series of steps that an organization uses to create and
deliver products/services to a consumer
ITIL activities - 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) - ANSWER- a set of organizational resources designed for
performing work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - 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 - ANSWER- ensure that the organization continually co-creates
value with all stakeholders through the use and management of products and services
continual improvement (principle) - ANSWER- a recurring activity to ensure that
performance continually meets stakeholders' expectations
service value chain (definition) - 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 - ANSWER- the means by which an organization is directed and controlled
opportunity - ANSWER-
plan (activity) - ANSWER- ensures a shared understanding of the vision, status, and
improvement direction for all four dimensions and all products and services across and
org
, design and transition - ANSWER- ensures products and services continually meet
stakeholder expectations related to quality, costs, and time to market
engage (activity) - ANSWER- provides a good understanding of stakeholder needs,
transparency, and continual engagement and good relationships with all stakeholders
obtain or build - ANSWER- ensures service components are available when and where
they are needed and meet agreed specifications
deliver and support - ANSWER- ensures services are delivered and supported
according to agreed specifications and stakeholders' expectations
improve (activity) - ANSWER- ensures continual improvement of products, services,
and practices across all value chain activities and the four dimensions of service
management
(business) value - ANSWER- the perceived benefits, usefulness, and importance of
something
organizations and people - 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 - 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 - 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 - ANSWER- -defines the activities, workflows, controls,
and procedures needed to achieve several objectives
-concerned with how the various parts of the organization work in an
integrated/coordinated way to enable value creation through products/services
consequences of failing to address all four dimensions properly - ANSWER- services
may become undeliverable or not meet expectations of quality or efficiency
solutions 2024/2025
PESTLE (list) - ANSWER- Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - ANSWER- organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - ANSWER- inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
service value chain activities list - ANSWER- plan
engage
,design & transition
obtain or build
deliver & support
improve
value stream - ANSWER- a series of steps that an organization uses to create and
deliver products/services to a consumer
ITIL activities - 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) - ANSWER- a set of organizational resources designed for
performing work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - 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 - ANSWER- ensure that the organization continually co-creates
value with all stakeholders through the use and management of products and services
continual improvement (principle) - ANSWER- a recurring activity to ensure that
performance continually meets stakeholders' expectations
service value chain (definition) - 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 - ANSWER- the means by which an organization is directed and controlled
opportunity - ANSWER-
plan (activity) - ANSWER- ensures a shared understanding of the vision, status, and
improvement direction for all four dimensions and all products and services across and
org
, design and transition - ANSWER- ensures products and services continually meet
stakeholder expectations related to quality, costs, and time to market
engage (activity) - ANSWER- provides a good understanding of stakeholder needs,
transparency, and continual engagement and good relationships with all stakeholders
obtain or build - ANSWER- ensures service components are available when and where
they are needed and meet agreed specifications
deliver and support - ANSWER- ensures services are delivered and supported
according to agreed specifications and stakeholders' expectations
improve (activity) - ANSWER- ensures continual improvement of products, services,
and practices across all value chain activities and the four dimensions of service
management
(business) value - ANSWER- the perceived benefits, usefulness, and importance of
something
organizations and people - 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 - 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 - 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 - ANSWER- -defines the activities, workflows, controls,
and procedures needed to achieve several objectives
-concerned with how the various parts of the organization work in an
integrated/coordinated way to enable value creation through products/services
consequences of failing to address all four dimensions properly - ANSWER- services
may become undeliverable or not meet expectations of quality or efficiency
