ITIL 4 FOUNDATIONS EXAM
PESTLE (list) - correct answer Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - correct answer organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - correct answer inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
,service value chain activities list - correct answer plan
engage
design & transition
obtain or build
deliver & support
improve
value stream - correct answer a series of steps that an organization uses to
create and deliver products/services to a consumer
ITIL activities - correct answer -represent the steps an organization takes in the
creation of value
-each activity contributes to the value chain by transforming specific inputs into
outputs
ITIL practice (definition) - correct answer a set of organizational resources
designed for performing work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - correct answer a model representing how all the
components and activities of an organization work together to facilitate value
creation
a set of interconnected activities that an organization performs in order to deliver
a valuable product or service to its customers and facilitate value
purpose of the SVS - correct answer ensure that the organization continually co-
creates value with all stakeholders through the use and management of products
and services
continual improvement (principle) - correct answer a recurring activity to ensure
that performance continually meets stakeholders' expectations
, service value chain (definition) - correct answer an operating model that outlines
the key activities required to respond to demand and facilitate value realization
through the creation and management of products and services
governance - correct answer the means by which an organization is directed and
controlled
opportunity - correct answer
plan (activity) - correct answer ensures a shared understanding of the vision,
status, and improvement direction for all four dimensions and all products and
services across and org
design and transition - correct answer ensures products and services continually
meet stakeholder expectations related to quality, costs, and time to market
engage (activity) - correct answer provides a good understanding of stakeholder
needs, transparency, and continual engagement and good relationships with all
stakeholders
obtain or build - correct answer ensures service components are available when
and where they are needed and meet agreed specifications
deliver and support - correct answer ensures services are delivered and
supported according to agreed specifications and stakeholders' expectations
improve (activity) - correct answer ensures continual improvement of products,
services, and practices across all value chain activities and the four dimensions
of service management
(business) value - correct answer the perceived benefits, usefulness, and
importance of something
PESTLE (list) - correct answer Political
Economic
Social
Technological
Legal
Environmental
4 dimensions of service management - correct answer organizations & people
information & technology
partners & suppliers
value streams & processes
components of the service value system - correct answer inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
,service value chain activities list - correct answer plan
engage
design & transition
obtain or build
deliver & support
improve
value stream - correct answer a series of steps that an organization uses to
create and deliver products/services to a consumer
ITIL activities - correct answer -represent the steps an organization takes in the
creation of value
-each activity contributes to the value chain by transforming specific inputs into
outputs
ITIL practice (definition) - correct answer a set of organizational resources
designed for performing work or accomplishing an objective (e.g. service desk)
ITIL service value system (SVS) - correct answer a model representing how all the
components and activities of an organization work together to facilitate value
creation
a set of interconnected activities that an organization performs in order to deliver
a valuable product or service to its customers and facilitate value
purpose of the SVS - correct answer ensure that the organization continually co-
creates value with all stakeholders through the use and management of products
and services
continual improvement (principle) - correct answer a recurring activity to ensure
that performance continually meets stakeholders' expectations
, service value chain (definition) - correct answer an operating model that outlines
the key activities required to respond to demand and facilitate value realization
through the creation and management of products and services
governance - correct answer the means by which an organization is directed and
controlled
opportunity - correct answer
plan (activity) - correct answer ensures a shared understanding of the vision,
status, and improvement direction for all four dimensions and all products and
services across and org
design and transition - correct answer ensures products and services continually
meet stakeholder expectations related to quality, costs, and time to market
engage (activity) - correct answer provides a good understanding of stakeholder
needs, transparency, and continual engagement and good relationships with all
stakeholders
obtain or build - correct answer ensures service components are available when
and where they are needed and meet agreed specifications
deliver and support - correct answer ensures services are delivered and
supported according to agreed specifications and stakeholders' expectations
improve (activity) - correct answer ensures continual improvement of products,
services, and practices across all value chain activities and the four dimensions
of service management
(business) value - correct answer the perceived benefits, usefulness, and
importance of something
