VALUE INSIGHTS - ITIL 4 EXAM
QUESTIONS & ANSWERS
Service Management - Correct Answers -A set of specialized organizational capabilities
for enabling value to customers in the form of services.
Value - Correct Answers -The perceived benefits, usefulness and importance of
something
Equal to utility + warranty (+perception)The 4 D
Customer - Correct Answers -Defines requirements for services
Output - Correct Answers -A tangible or intangible deliverable of an activity
Outcome - Correct Answers -A result for a stakeholder enabled by one or more outputs
Cost - Correct Answers -Can be removed from the customer (part of the value
proposition) and can be imposed on the customer (price for service consumption)
User - Correct Answers -A person who uses the service
Sponsor - Correct Answers -Authorizes budgets for services
Supplier - Correct Answers -External partner who provides services to the organization
Organization - Correct Answers -A group of people that has its own functions,
responsibilities, and authorities to achieve specific objectives.
Service - Correct Answers -The means of enabling value co-creation by facilitating
outcomes that customers want to achieve without the customer having to manage
specific costs and risks.
Risk - Correct Answers -Uncertainty of outcome. Can be good (opportunity) or bad
(hazard)
Utility - Correct Answers -Fit for purpose. Service does what it is meant to do.
Warranty - Correct Answers -Fit for use. Service does tihs good enough.
, The 4 Dimensions - Correct Answers -Organizations and people, information and
technology, partners and suppliers, and value streams and processes. (VOIP)
PESTLE - Correct Answers -External factors that cannot be influenced but need to be
considered:
political, economical, social, technological, legal, environmental
Value Streams and Processes - Correct Answers -One of the 4 Dimensions
-Activities the organization undertakes
-Organization of these activities
-Ensuring value to stakeholders
-Exercise value stream mapping
Information Technology - Correct Answers -One of the 4 Dimensions
-Information and tools needed
-Technologies and innovation
-Relationship between components
-Culture of knowledge management
Organizations and People - Correct Answers -One of the 4 Dimensions
-organizational structures
-Decision making habits
-Staffing and skill requirements
-Culture and leadership styles
Partners and Suppliers - Correct Answers -One of the 4 Dimensions
-Relationship with external vendors
-Factors that influence suppliers strategies
-Service integration management
QUESTIONS & ANSWERS
Service Management - Correct Answers -A set of specialized organizational capabilities
for enabling value to customers in the form of services.
Value - Correct Answers -The perceived benefits, usefulness and importance of
something
Equal to utility + warranty (+perception)The 4 D
Customer - Correct Answers -Defines requirements for services
Output - Correct Answers -A tangible or intangible deliverable of an activity
Outcome - Correct Answers -A result for a stakeholder enabled by one or more outputs
Cost - Correct Answers -Can be removed from the customer (part of the value
proposition) and can be imposed on the customer (price for service consumption)
User - Correct Answers -A person who uses the service
Sponsor - Correct Answers -Authorizes budgets for services
Supplier - Correct Answers -External partner who provides services to the organization
Organization - Correct Answers -A group of people that has its own functions,
responsibilities, and authorities to achieve specific objectives.
Service - Correct Answers -The means of enabling value co-creation by facilitating
outcomes that customers want to achieve without the customer having to manage
specific costs and risks.
Risk - Correct Answers -Uncertainty of outcome. Can be good (opportunity) or bad
(hazard)
Utility - Correct Answers -Fit for purpose. Service does what it is meant to do.
Warranty - Correct Answers -Fit for use. Service does tihs good enough.
, The 4 Dimensions - Correct Answers -Organizations and people, information and
technology, partners and suppliers, and value streams and processes. (VOIP)
PESTLE - Correct Answers -External factors that cannot be influenced but need to be
considered:
political, economical, social, technological, legal, environmental
Value Streams and Processes - Correct Answers -One of the 4 Dimensions
-Activities the organization undertakes
-Organization of these activities
-Ensuring value to stakeholders
-Exercise value stream mapping
Information Technology - Correct Answers -One of the 4 Dimensions
-Information and tools needed
-Technologies and innovation
-Relationship between components
-Culture of knowledge management
Organizations and People - Correct Answers -One of the 4 Dimensions
-organizational structures
-Decision making habits
-Staffing and skill requirements
-Culture and leadership styles
Partners and Suppliers - Correct Answers -One of the 4 Dimensions
-Relationship with external vendors
-Factors that influence suppliers strategies
-Service integration management
