ITIL 4 Foundation_Service Management Concepts

What is NOT a core consumer role in ITIL 4?

• Customer

• Sponsor

• User

• Stakeholder

Who assumes the role of a person who authorizes the budget for service consumption?

• Customer

• Sponsor

• User

• Stakeholder

What is a configuration of resources, created by the organization that will be potentially valuable for their customers?

• Products

• Services

• Portfolios

• Packages

What specific service relationship role consists of activities performed by a service provider?

• Service value system

• Service consumption

• Service management

• Service provisioning

Which of these activities is NOT specifically a function of the ITIL 4 Service Relationship Model?

• Offer

• Obtain

• Provide

• Fulfill

Which term describes the functionality offered by a service?

• Cost

• Utility

• Warranty

• Risk

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

• A service

• An output

• A practice

• Continual improvement

Identify the missing word in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

• Outputs

• Outcomes

• Costs

• Risks

A service provider describes a package that includes a laptop with software, licenses, and support. What is this package an example of?

• Value

• An outcome

• Warranty of service

• A service offering

What are the two types of cost that a service consumer should evaluate?

• The cost of creating the service, and the cost charged for the service

• The costs removed by the service, and the costs imposed by the service

• The cost of provisioning the service, and the cost of improving the service

• The cost of purchasing software, and the cost of purchasing hardware