Core IT service management vocabulary tested on the ITIL 4 Foundation exam.
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- What is a service in ITIL 4?
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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.
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A service based on the use of information technology, enabling business processes of customers.- What is service management?
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A set of organizational capabilities that enable an organization to deliver value through services.- What does utility mean in ITIL 4?
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The functionality offered by a product or service (fit for purpose).- What does warranty mean in ITIL 4?
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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?
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The positive outcomes and benefits that a customer receives from a service, measured against expectations.- What is an outcome in ITIL 4?
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A result, effect, or consequence that someone cares about.- What is an output in ITIL 4?
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A tangible or intangible deliverable of a process, project, or service.- What is risk in service management?
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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?
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A person or organization that has an interest in or is affected by a service or process.- What is a service consumer?
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A role that uses services, including end users and customers who pay for services.- What is a service provider?
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An organization that delivers services to customers through the use of their capabilities and resources.- What is a service relationship?
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A cooperation between a service provider and service consumer to co-create value.- What is best practice in ITIL 4?
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A proven approach or method that is recognized as effective and can be adopted by an organization.- What is a process in ITIL 4?
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A set of interrelated or interacting activities that transform inputs into outputs to achieve a specific objective.
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