ITIL 4 FOUNDATION EXAM PREP QUESTIONS
AND SOLUTIONS 2026 GRADED A+
◉ service management. Answer: A set of specialized organizational
capabilities for providing value to customers in the form of services
◉ value. Answer: the perceived benefits, usefulness, and importance of
something
◉ Who determines the perceived value. Answer: the RECIPIENT
◉ value is objective. Answer: False
◉ organization. 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. Answer: 1. service
provider
2. service consumer
, ◉ Value is _______________ by the service provider and consumer.
Answer: co-created
◉ What are the 3 roles for a consumer provider. Answer: 1. user
2. customer
3. sponsor
◉ What is a user. Answer: a person who uses the service
◉ What is a customer. Answer: a person who defines the requirements
and takes responsiblity for the outcome of the consumption
◉ What is a sponsor. Answer: a person who authorizes the service for
consumption, a person who provide financial capability
◉ service offering. Answer: a description of one or more services that
are meant to address the needs of a target group
◉ service offering includes the following 3:. Answer: 1. goods
2. access to resources
3. service to actions
AND SOLUTIONS 2026 GRADED A+
◉ service management. Answer: A set of specialized organizational
capabilities for providing value to customers in the form of services
◉ value. Answer: the perceived benefits, usefulness, and importance of
something
◉ Who determines the perceived value. Answer: the RECIPIENT
◉ value is objective. Answer: False
◉ organization. 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. Answer: 1. service
provider
2. service consumer
, ◉ Value is _______________ by the service provider and consumer.
Answer: co-created
◉ What are the 3 roles for a consumer provider. Answer: 1. user
2. customer
3. sponsor
◉ What is a user. Answer: a person who uses the service
◉ What is a customer. Answer: a person who defines the requirements
and takes responsiblity for the outcome of the consumption
◉ What is a sponsor. Answer: a person who authorizes the service for
consumption, a person who provide financial capability
◉ service offering. Answer: a description of one or more services that
are meant to address the needs of a target group
◉ service offering includes the following 3:. Answer: 1. goods
2. access to resources
3. service to actions
