ITIL 4 FOUNDATION
governance - correct answer the means by which an organization is directed and
controlled
service management - correct answer A set of specialized organizational
capabilities for providing value to customers in the form of services
value - correct answer the perceived benefits, usefulness, and importance of
something
Who determines the perceived value? - correct answer the RECIPIENT
value is objective - correct answer False
organization - correct 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? - correct answer 1. service
provider
2. service consumer
Value is _______________ by the service provider and consumer - correct answer
co-created
What are the 3 roles for a consumer provider? - correct answer 1. user
2. customer
3. sponsor
What is a user? - correct answer a person who uses the service
, What is a customer? - correct answer a person who defines the requirements and
takes responsiblity for the outcome of the consumption
What is a sponsor? - correct answer a person who authorizes the service for
consumption, a person who provide financial capability
service offering - correct 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: - correct answer 1. goods
2. access to resources
3. service to actions
access to resources - correct answer access to resources that are licensed to a
consumer under agreed conditions
service action - correct answer actions performed to address a consumer's needs
service relationship - correct answer the cooperation between a service provider
and a service consumer
service provision - correct answer the services performed by the service provider,
activities performed by an organization to provide services
service consumption - correct answer activities performed by an organization to
consumer a service
What is an example of a service consumption? - correct answer request for data-
rolling from service provider
governance - correct answer the means by which an organization is directed and
controlled
service management - correct answer A set of specialized organizational
capabilities for providing value to customers in the form of services
value - correct answer the perceived benefits, usefulness, and importance of
something
Who determines the perceived value? - correct answer the RECIPIENT
value is objective - correct answer False
organization - correct 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? - correct answer 1. service
provider
2. service consumer
Value is _______________ by the service provider and consumer - correct answer
co-created
What are the 3 roles for a consumer provider? - correct answer 1. user
2. customer
3. sponsor
What is a user? - correct answer a person who uses the service
, What is a customer? - correct answer a person who defines the requirements and
takes responsiblity for the outcome of the consumption
What is a sponsor? - correct answer a person who authorizes the service for
consumption, a person who provide financial capability
service offering - correct 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: - correct answer 1. goods
2. access to resources
3. service to actions
access to resources - correct answer access to resources that are licensed to a
consumer under agreed conditions
service action - correct answer actions performed to address a consumer's needs
service relationship - correct answer the cooperation between a service provider
and a service consumer
service provision - correct answer the services performed by the service provider,
activities performed by an organization to provide services
service consumption - correct answer activities performed by an organization to
consumer a service
What is an example of a service consumption? - correct answer request for data-
rolling from service provider
