ITIL 4 FOUNDATIONS EXAM UPDATED FOR 2025 QUESTIONS WITH 100% VERIFIED SOLUTIONS
2023-2025
Governance
The means by which an organization is directed and controlled
Service management
A set of specialized organizational capabilities for providing value to customers in the form of
services
Value
The perceived benefits, usefulness, and importance of something
Who determines the perceived value?
The recipient
Value is objective
False
Organization
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?
1. Service provider
2. Service consumer
Value is _______________ by the service provider and consumer
Co-created
What are the 3 roles for a consumer provider?
1. User
2. Customer
3. Sponsor
What is a user?
A person who uses the service
What is a customer?
, A person who defines the requirements and takes responsiblity for the outcome of the
consumption
What is a sponsor?
A person who authorizes the service for consumption, a person who provide financial capability
Service offering
A description of one or more services that are meant to address the needs of a target group
Service offering includes the following 3:
1. Goods
2. Access to resources
3. Service to actions
Access to resources
Access to resources that are licensed to a consumer under agreed conditions
Service action
Actions performed to address a consumer's needs
Service relationship
The cooperation between a service provider and a service consumer
Service provision
The services performed by the service provider, activities performed by an organization to
provide services
Service consumption
Activities performed by an organization to consumer a service
What is an example of a service consumption?
Request for data-rolling from service provider
Service relationship management
Activities that a service provider and service consumer do, working together to enable value co-
creation based upon agreed service offerings
A organization can never be both a service provider and a service consumer
2023-2025
Governance
The means by which an organization is directed and controlled
Service management
A set of specialized organizational capabilities for providing value to customers in the form of
services
Value
The perceived benefits, usefulness, and importance of something
Who determines the perceived value?
The recipient
Value is objective
False
Organization
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?
1. Service provider
2. Service consumer
Value is _______________ by the service provider and consumer
Co-created
What are the 3 roles for a consumer provider?
1. User
2. Customer
3. Sponsor
What is a user?
A person who uses the service
What is a customer?
, A person who defines the requirements and takes responsiblity for the outcome of the
consumption
What is a sponsor?
A person who authorizes the service for consumption, a person who provide financial capability
Service offering
A description of one or more services that are meant to address the needs of a target group
Service offering includes the following 3:
1. Goods
2. Access to resources
3. Service to actions
Access to resources
Access to resources that are licensed to a consumer under agreed conditions
Service action
Actions performed to address a consumer's needs
Service relationship
The cooperation between a service provider and a service consumer
Service provision
The services performed by the service provider, activities performed by an organization to
provide services
Service consumption
Activities performed by an organization to consumer a service
What is an example of a service consumption?
Request for data-rolling from service provider
Service relationship management
Activities that a service provider and service consumer do, working together to enable value co-
creation based upon agreed service offerings
A organization can never be both a service provider and a service consumer
