ITIL4 practice 1

Fill in the blank. A [?] is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

• Warranty

• Outcome

• Service

• Service Offering

Which describes outcomes?

• Tangible or intangible deliverables

• Results for stakeholder

• Functionality offered by a product or service

• Configuration of an organization's resources

What term best describes a service that is 'fit for use'?

• Utility

• Value

• Outcome

• Warranty

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

• Organization

• Customer

• Service Provider

• Consumer

Choose the right definition for a best practice

• A way of working that has been proven to be successful by multiple organizations.

• Activities performed by an organisation to consume services

• Assurance that a product or service will meet agreed requirements.

• A series of steps an organization undertakes to create and deliver products and services to consumers.

What is the definition of a service?

• A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

• A person who authorizes budget for service consumption.

• A person who uses services.

• A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Which ITIL concept describes governance?

• The service value system

• The service value chain

• The four dimensions of service management

• The seven guiding principles

Identify the missing word in the following sentence.The purpose of the ‘information security management’ practice is to ____ the organization’s information.

• audit

• protect

• provide

• store

Identify the missing word(s) in the following sentence.A service is a means of enabling value co-creation by facilitating ___ that customers want to achieve.

a. the utility

• the utility

• outputs

• the warranty

• outcomes

Jan is working as a service desk analyst. He just received a change request to create a new user account. What type of change would this be considered?

• Critical

• Normal

• Standard

• Low priority