ITIL 4 -- CHAPTERS 1 & 2.

ITIL 4 -- CHAPTERS 1 & 2
ITIL SVS (Service Value System) - correct answer -Service value chain
-Practices
-Guiding principles
-Governance
-Continual Improvement


4 Dimensions model - correct answer 1. Organizations and People
2. Information and Technology
3. Partners and Suppliers
4. Value Streams and Processes


Service Management - correct answer A set of specialized organizational
capabilities for enabling value for customers in the form of services


Value - correct answer The perceived benefits, usefulness, and importance of
something. It is co-created between the consumer and the provider.


Organization - correct answer A person or a group of people that has its own
functions with responsibilities, authorities, and relationships to achieve its
objectives.


Customer - correct answer A person who defines the requirements for a service
and takes responsibility for the outcomes of service consumption.


User - correct answer A person who uses services.


Sponsor - correct answer A person who authorizes budget for services
consumption.