ITIL 4 Foundation Chapter 1 UPDATED
Study Guide QUESTIONS AND
CORRECT ANSWERS
ITIL (Information Technology Infrastructure Library) - CORRECT ANSWERS
A best practice guidance for IT service management. Origin of England
in the late 1980s.
itSMF (IT Service Management Forum) - CORRECT ANSWERS The
itSMF is a global non-profit organization that supports IT service management,
particularly through publications in the ITSM Library series.
AXELOS - CORRECT ANSWERS The organization responsible for
developing and managing a portfolio of best practice methodologies, including
ITIL. AXELOS is responsible for defining the ITIL exams, qualification
schemes, and certification systems; publishing the core ITIL books, and ITIL 4
Foundation reference publication, and associated syllibi; and accrediting the
Examination Institutes.
PEOPLECERT - CORRECT ANSWERS The offical Examination
Institue (EI); and as of January 1, 2018, the only organization that is accredited
by AXELOS for the delivery of the ITIL exams.
Service Value System (SVS) - CORRECT ANSWERS A model
representing how all the components and activities of an organization work
together to facilitate value creation.
Service Value Chain - CORRECT ANSWERS An operating model for
service providers that covers all the key activities required to effectively manage
products and services.
, ITIL Practices - CORRECT ANSWERS A set of organizational resources
designed for performing work or accomplishing an objective.
ITIL Guiding Principles - CORRECT ANSWERS Recommendations that
can guide an organization in all circumstances, regardless of changes in its
goals, strategies, types of work, or management structure.
Governance - CORRECT ANSWERS The means by which an
organization is directed and controlled.
Continual Improvement - CORRECT ANSWERS The practice of
aligning an organization's practices and services with changing business needs
through the ongoing identification and improvement of all elements involved in
the effective management of products and services.
Four Dimensions of Service Management - CORRECT ANSWERS The
four perspective that are critical to the effective and efficient facilitation of
value for customers and other stakeholders in the form of products and services.
Organizations and People - CORRECT ANSWERS Ensures that the way
an organization is structured and managed, as well as its roles, responsibilities,
and systems of authority and communication, is well defined and supports its
overall strategy and operating model.
Information and Technology - CORRECT ANSWERS Includes the
information and knowledge used to deliver services, and the information and
technologies used to manage all aspects of the service value system.
Partners and Suppliers - CORRECT ANSWERS Encompasses the
relationships and organization has with other organizations that are involved in
the design, development, deployment, delivery, support, and/or continual
improvement of services.
Study Guide QUESTIONS AND
CORRECT ANSWERS
ITIL (Information Technology Infrastructure Library) - CORRECT ANSWERS
A best practice guidance for IT service management. Origin of England
in the late 1980s.
itSMF (IT Service Management Forum) - CORRECT ANSWERS The
itSMF is a global non-profit organization that supports IT service management,
particularly through publications in the ITSM Library series.
AXELOS - CORRECT ANSWERS The organization responsible for
developing and managing a portfolio of best practice methodologies, including
ITIL. AXELOS is responsible for defining the ITIL exams, qualification
schemes, and certification systems; publishing the core ITIL books, and ITIL 4
Foundation reference publication, and associated syllibi; and accrediting the
Examination Institutes.
PEOPLECERT - CORRECT ANSWERS The offical Examination
Institue (EI); and as of January 1, 2018, the only organization that is accredited
by AXELOS for the delivery of the ITIL exams.
Service Value System (SVS) - CORRECT ANSWERS A model
representing how all the components and activities of an organization work
together to facilitate value creation.
Service Value Chain - CORRECT ANSWERS An operating model for
service providers that covers all the key activities required to effectively manage
products and services.
, ITIL Practices - CORRECT ANSWERS A set of organizational resources
designed for performing work or accomplishing an objective.
ITIL Guiding Principles - CORRECT ANSWERS Recommendations that
can guide an organization in all circumstances, regardless of changes in its
goals, strategies, types of work, or management structure.
Governance - CORRECT ANSWERS The means by which an
organization is directed and controlled.
Continual Improvement - CORRECT ANSWERS The practice of
aligning an organization's practices and services with changing business needs
through the ongoing identification and improvement of all elements involved in
the effective management of products and services.
Four Dimensions of Service Management - CORRECT ANSWERS The
four perspective that are critical to the effective and efficient facilitation of
value for customers and other stakeholders in the form of products and services.
Organizations and People - CORRECT ANSWERS Ensures that the way
an organization is structured and managed, as well as its roles, responsibilities,
and systems of authority and communication, is well defined and supports its
overall strategy and operating model.
Information and Technology - CORRECT ANSWERS Includes the
information and knowledge used to deliver services, and the information and
technologies used to manage all aspects of the service value system.
Partners and Suppliers - CORRECT ANSWERS Encompasses the
relationships and organization has with other organizations that are involved in
the design, development, deployment, delivery, support, and/or continual
improvement of services.
