Category: ITIL V4 Foundation

Service management Continual improvement A service An IT asset A service EXPLANATION Definition of service is a means of enabling value cocreation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

Organizations and people Partners and suppliers Information and technology Value streams and processes Information and technology As part of the information component of the dimension, organizations should consider how the information and knowledge assets will be protected, managed, archived, and disposed.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on __. Assets Values Elements Services Services EXPLANATION The addition, modification, or removal of anything that could have a direct or indirect effect on services...

Practices The service value chain The service value system The guiding principles The service value system EXPLANATION Service value system has five components and one of them is governance.

To protect the information needed by the organization to conduct its business To observe services and service components To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To plan and manage the full lifecycle...

Plan Design and transition Obtain or build Deliver and support Obtain or build The purpose of the obtain or build value chain activity is to ensure that service components are available when and where they are needed and meet agreed specifications.

The number of passengers checked in The average time to respond to change requests The average resolution time for incidents The number of problems resolved The number of passengers checked in Business-related measures can be any business activity that is deemed useful or valuable by...

They consist of several outcomes They capture customer demand for services They contribute to the achievement of outcomes They describe how the service performs They contribute to the achievement of outcomes Outputs contribute to the achievement of outcomes, which are results for a stakeholder enabled...

Supplier management Service desk Problem management Relationship management Service desk The purpose of the service desk practice is to capture the demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with...

The testing of emergency changes can be eliminated in order to implement the change quickly The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly Emergency changes should be authorized and implemented as service requests Emergency changes must be...