ITIL4 Quiz

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There are three specific roles of a consumer. These are

Customer, User, Producer

Customer, User, Provider

Sponsor, user, consumer

Customer, User, sponsor

TRUE or FALSE: An organization can be composed of one person that has functions with responsibilities, authorities, and relationships to achieve objectives

True

False

Refers to a recommendation that guides an organization in all circumstances, regardless of changes in its goals, strategies, type of work or management structual

Goals

Handbook of Rules

Guiding Principles

ITIL Service Value System

___________ refers to the amount of money spent on a specific activity or resource.

Value

Cost

Risk

Receipt

Which item below is not part of the four dimensions of service management?

Organizations and people

Products and services

Value streams and processes

Partners and suppliers

Refers to means of enabling value co-creation by facilitating outcomes that customer want to achieve, without customer having to manage specific costs and risk

Service Offering

Service

Service Relationship

Service Management

SVS stands for ___________.

Service Value for Stakeholders

Stakeholders Value System

Service Value System

Supplier Value System

________ is a result for a stakeholder enabled by one or more outputs.

Outcome

Cost

Risk

Result

Which of the following statements best describe IT service?

A service based on the use of information technology

Best-practice guidance for IT Service Management

Practice of planning and managing the full lifecycle of all IT assets

An unplanned interruption to a service or reduction in the quality of a service

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