ITIL 4 FOUNDATION CERTIFICATION
EVALUATION TEST 2026 COMPLETE
QUESTIONS AND ANSWERS
◉ Four Dimension of Service Management. Answer: Org & People
Information & Technology
Partners and Suppliers
Value Stream & Processes
◉ Steps of the Service Value Chain. Answer: Plan
Improve
Engage
Design and Transition
Obtain and Build
Deliver and Support
◉ Definition/Purpose of the SVC. Answer: Describes how all the
components and activities of the organization work together as a system
to enable value creation.
, ◉ What are the guiding principles of the SVS. Answer: Focus on value:
Everything should link to value, know the customer and they value,
understand the customer and user experience
◉ What is the definition of Service. Answer: A means of enabling value
co-creation by facilitating outcome that customers want to achieve,
without the customer having to manage specific costs and risks.
◉ What is Value. Answer: Perceived benefits, usefulness and the
importance of something
◉ What is Cost. Answer: The amount of money spent on a specific
activity or resouce
◉ Risk. Answer: Possible events that could cause harm, cause looss, or
make it more difficult to achieve objective
◉ Outcome. Answer: A result for a stakeholder enabled by one or more
outputs
◉ Output. Answer: A tangible or intangible deliverable of an activity
◉ Utility. Answer: Functionality, what the service does, fit for purpose,
supports performance or removes constraints.
EVALUATION TEST 2026 COMPLETE
QUESTIONS AND ANSWERS
◉ Four Dimension of Service Management. Answer: Org & People
Information & Technology
Partners and Suppliers
Value Stream & Processes
◉ Steps of the Service Value Chain. Answer: Plan
Improve
Engage
Design and Transition
Obtain and Build
Deliver and Support
◉ Definition/Purpose of the SVC. Answer: Describes how all the
components and activities of the organization work together as a system
to enable value creation.
, ◉ What are the guiding principles of the SVS. Answer: Focus on value:
Everything should link to value, know the customer and they value,
understand the customer and user experience
◉ What is the definition of Service. Answer: A means of enabling value
co-creation by facilitating outcome that customers want to achieve,
without the customer having to manage specific costs and risks.
◉ What is Value. Answer: Perceived benefits, usefulness and the
importance of something
◉ What is Cost. Answer: The amount of money spent on a specific
activity or resouce
◉ Risk. Answer: Possible events that could cause harm, cause looss, or
make it more difficult to achieve objective
◉ Outcome. Answer: A result for a stakeholder enabled by one or more
outputs
◉ Output. Answer: A tangible or intangible deliverable of an activity
◉ Utility. Answer: Functionality, what the service does, fit for purpose,
supports performance or removes constraints.
