Free ITIL ITIL-4-Foundation Practice Exam with Questions & Answers | Set: 7

A set of interconnected activities that help an organization deliver a valuable service

A description of one or more services that help address the needs of a target consumer group

A set of specialized organizational capabilities for enabling value for customers

Recommendations that help an organization when adopting a service management approach

The service value system

The service value chain

The seven guiding principles

The four dimensions of service management

Service desk

Monitoring and event management

Service level management

Continual improvement

Inputs, outputs and triggers

Work instructions, procedures and roles

Resources, capabilities and metrics

Process owner, policy and objectives

Categorization

Detection

Prioritization

Escalation

Change management, service asset and configuration management, release and deployment

management

Change management, capacity management, event management, service request management

Service level management, service portfolio management, service asset and configuration management

Service asset and configuration management, release and deployment management, request fulfillment

To help identify problems

To escalate incidents to the correct support team

To ensure effective handling of service requests

To engage the correct change authority

1 and 4

3 and 4

2 and 3

1 and 2

Event

Incident

Problem

Known error

Identify all suppliers and partners involved in the service

Determine the cost of providing the service

Identify the outcomes that the service facilitates

Determine who the service consumer is in each situation

Focus on value

Think and work holistically

Optimize and automate

Collaborate and promote

Processes refers to skill and training

Partners refers to suppliers and vendors

People refers to technology and tools

Products refers to producers and metrics

Focus on value

Collaborate and promote visibility

Think and work holistically

Keep it simple and practical

Ensure suppliers include details of their approach to service improvement in contracts

Require evidence that the supplier uses agile development methods

Require evidence that the supplier implements all improvements using project management practices

Ensure that all supplier problem management activities result in improvements

Supplier management and service level management

Supplier management and change management

Availability management and service level management

Supplier management and availability management