ITIL 4 Foundation questions and verified answers 2022

ITIL 4 Foundation questions and verified answers 2022governance the means by which an organization is directed and controlled service management A set of specialized organizational capabilities for providing value to customers in the form of services 01:25 01:29 value the perceived benefits, usefulness, and importance of something Who determines the perceived value? the RECIPIENT value is objective False organization 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? 1. service provider 2. service consumer Value is _______________ by the service provider and consumer co-created What are the 3 roles for a consumer provider? 1. user 2. customer 3. sponsor What is a user? a person who uses the service What is a customer? a person who defines the requirements and takes responsiblity for the outcome of the consumption What is a sponsor? a person who authorizes the service for consumption, a person who provide financial capability 00:02 01:29 service offering a description of one or more services that are meant to address the needs of a target group service offering includes the following 3: 1. goods 2. access to resources 3. service to actions access to resources access to resources that are licensed to a consumer under agreed conditions service action actions performed to address a consumer's needs service relationship the cooperation between a service provider and a service consumer service provision the services performed by the service provider, activities performed by an organization to provide services service consumption activities performed by an organization to consumer a service What is an example of a service consumption? request for data-rolling from service provider service relationship management 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 False What is an example of a sponsor? A parent buying a car for his/her teenage child service means of enabling value by facilitating outcomes that customers want to achieve, without the customer having to manage costs and risks outcome a result for a stakeholder created by one or more outputs output tangible items from using the service outcome vs output outcome achieve results (watching the ITIL videos leads to student passing exam), output are items created (an outline of all the videos for ITIL) cost amount of money spent on an activity or resource Cost is always measured in money False. Cost can be measured in man-hours or FTEs What is an FTE? full time employee that works 40 hrs/week and 2000 hrs/year risk possible event that could cause harm, loss, or make it even more difficult to achieve objectives Things to do with risk 1. Avoid 2. Accept 3. Mitigate 4. Transfer Risk avoidance removing risks from the service risk acceptance used when risk is considered low risk transfer used when you insure against a risk risk mitigation used when you implement technology or processes to reduce risk utility fit for purpose warranty Assurance by the seller that the products will perform as represented fit for use warranty "how a service does it" warranty "what the service does" utility Both utility and warranty is required for a service organization True Areas that warranty addresses availability, capacity, security levels, continuity Areas that concerns utility "fit for purpose" What's the difference between IT Service technology and IT Service Management? IT service technologies support the end users IT service management technologies are tools that support internal workflows and processes, allowing internal teams to support the users A partnership... share common goals and risks, collaborate to achieve desired outcomes A supplier relationship has formal contracts and a clear distinction in roles service integration and management involves use of specially established integrators to ensure that service relationships are properly coordinate service integrator individuals who manage and connect all suppliers for an organization partner vs suppliers partners are more closely tied to the business while suppliers are more commoditized value stream a series of steps an organization takes to deliver products and services to consumers process a set of related activities that transform inputs into outputs, thus adding value