Core IT service management vocabulary tested on the ITIL 4 Foundation exam.
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- What is a service in ITIL 4?
- A means of enabling value co-creation by facilitating outcomes customers want to achieve without owning specific costs or risks.
- Define IT Service in ITIL 4.
- A service based on the use of information technology, enabling business processes of customers.
- What is service management?
- A set of organizational capabilities that enable an organization to deliver value through services.
- What does utility mean in ITIL 4?
- The functionality offered by a product or service (fit for purpose).
- What does warranty mean in ITIL 4?
- The assurance that a product or service will meet agreed levels of availability, continuity, security, and performance.
- What is value in the context of ITIL 4?
- The positive outcomes and benefits that a customer receives from a service, measured against expectations.
- What is an outcome in ITIL 4?
- A result, effect, or consequence that someone cares about.
- What is an output in ITIL 4?
- A tangible or intangible deliverable of a process, project, or service.
- What is risk in service management?
- A possible event that could cause harm or loss, or an opportunity that could create benefit if managed properly.
- What is a stakeholder in ITIL 4?
- A person or organization that has an interest in or is affected by a service or process.
- What is a service consumer?
- A role that uses services, including end users and customers who pay for services.
- What is a service provider?
- An organization that delivers services to customers through the use of their capabilities and resources.
- What is a service relationship?
- A cooperation between a service provider and service consumer to co-create value.
- What is best practice in ITIL 4?
- A proven approach or method that is recognized as effective and can be adopted by an organization.
- What is a process in ITIL 4?
- A set of interrelated or interacting activities that transform inputs into outputs to achieve a specific objective.