ITIL4 FOUNDATION: THE DEFINITIVE
GUIDE WITH COMPLETE SOLUTIONS
What is a service? - Correct Answers -Means of enabling value co-creation.
What is utility? - Correct Answers -Functionality offered by a product or service.
What is warranty? - Correct Answers -Assurance that a product or service will meet
requirements.
Who is a customer? - Correct Answers -Person who defines service requirements and
takes responsibility.
Who is a user? - Correct Answers -Person who uses services.
Who is a sponsor? - Correct Answers -Person who authorizes budget for service
consumption.
What is service management? - Correct Answers -Organizational capabilities for
enabling value for customers.
What is cost? - Correct Answers -Amount of money spent on a specific activity or
resource.
What is value? - Correct Answers -Benefit or worth provided by a product or service.
What is value co-creation? - Correct Answers -Process of customers and service
providers jointly creating value.
What is outcome? - Correct Answers -Result achieved through service consumption.
What is functionality? - Correct Answers -Capabilities or features offered by a product or
service.
What is fit for purpose? - Correct Answers -Service that meets the intended need or
requirement.
What is fit for use? - Correct Answers -Service that meets the agreed performance
requirements.
, What is service level? - Correct Answers -Agreed upon performance targets for a
service.
What is availability? - Correct Answers -Extent to which a service is accessible and
usable.
What is capacity? - Correct Answers -Ability of a service to meet demand.
What is security? - Correct Answers -Protection of information and assets.
What is continuity? - Correct Answers -Ability of a service to operate without
interruption.
What is acceptable assurance? - Correct Answers -Meeting all defined and agreed
conditions for a service.
What is value? - Correct Answers -Perceived benefits, usefulness, and importance of
something.
What skills are needed for effective service desk management? - Correct Answers -
Empathy, incident analysis, incident prioritization, effective communications, emotional
intelligence.
What is service level management? - Correct Answers -The practice of setting clear
business-based targets for service performance, so that the delivery of a service can be
properly assessed, monitored, and managed against these targets.
What does service level management involve? - Correct Answers -The definition,
documentation, and active management of service levels.
What is organization? - Correct Answers -Person or group with functions,
responsibilities, and objectives.
What is outcome? - Correct Answers -Result enabled by one or more outputs.
What is output? - Correct Answers -Tangible or intangible deliverable of an activity.
What is risk? - Correct Answers -Possible event causing difficulties or uncertainty of
outcome.
What is utility? - Correct Answers -Fitness for purpose.
What is warranty? - Correct Answers -Fitness for use.
What is service offering? - Correct Answers -May include goods, resources, actions.
GUIDE WITH COMPLETE SOLUTIONS
What is a service? - Correct Answers -Means of enabling value co-creation.
What is utility? - Correct Answers -Functionality offered by a product or service.
What is warranty? - Correct Answers -Assurance that a product or service will meet
requirements.
Who is a customer? - Correct Answers -Person who defines service requirements and
takes responsibility.
Who is a user? - Correct Answers -Person who uses services.
Who is a sponsor? - Correct Answers -Person who authorizes budget for service
consumption.
What is service management? - Correct Answers -Organizational capabilities for
enabling value for customers.
What is cost? - Correct Answers -Amount of money spent on a specific activity or
resource.
What is value? - Correct Answers -Benefit or worth provided by a product or service.
What is value co-creation? - Correct Answers -Process of customers and service
providers jointly creating value.
What is outcome? - Correct Answers -Result achieved through service consumption.
What is functionality? - Correct Answers -Capabilities or features offered by a product or
service.
What is fit for purpose? - Correct Answers -Service that meets the intended need or
requirement.
What is fit for use? - Correct Answers -Service that meets the agreed performance
requirements.
, What is service level? - Correct Answers -Agreed upon performance targets for a
service.
What is availability? - Correct Answers -Extent to which a service is accessible and
usable.
What is capacity? - Correct Answers -Ability of a service to meet demand.
What is security? - Correct Answers -Protection of information and assets.
What is continuity? - Correct Answers -Ability of a service to operate without
interruption.
What is acceptable assurance? - Correct Answers -Meeting all defined and agreed
conditions for a service.
What is value? - Correct Answers -Perceived benefits, usefulness, and importance of
something.
What skills are needed for effective service desk management? - Correct Answers -
Empathy, incident analysis, incident prioritization, effective communications, emotional
intelligence.
What is service level management? - Correct Answers -The practice of setting clear
business-based targets for service performance, so that the delivery of a service can be
properly assessed, monitored, and managed against these targets.
What does service level management involve? - Correct Answers -The definition,
documentation, and active management of service levels.
What is organization? - Correct Answers -Person or group with functions,
responsibilities, and objectives.
What is outcome? - Correct Answers -Result enabled by one or more outputs.
What is output? - Correct Answers -Tangible or intangible deliverable of an activity.
What is risk? - Correct Answers -Possible event causing difficulties or uncertainty of
outcome.
What is utility? - Correct Answers -Fitness for purpose.
What is warranty? - Correct Answers -Fitness for use.
What is service offering? - Correct Answers -May include goods, resources, actions.
