ITILFNDV4 Sample Questions & Answers

Assurance that a product or service will meet agreed requirements

The amount of money spent on a specific activity or resource

The functionality offered by a product or service to meet a particular need

The perceived benefits, usefulness and importance of something

The management of resources configured to deliver the service

The management of resources needed to consume the service

The grouping of one or more services based on one or more products

The joint activities performed to ensure continual value co-creation

It should be managed at the senior level of the organization

It should be used to capture user demand

There should only be one for the whole organization

It should be re-prioritized as ideas are documented

Service value chain activities

Service level management

Service value chain inputs

Change control

An outcome can be enabled by more than one output

Outcomes are how the service performs

An output can be enabled by one or more outcomes

An outcome is a tangible or intangible activity

The service desk should work in close collaboration with support and development teams

The service desk should rely on self-service portals instead of escalation to support teams

The service desk should remain isolated from technical support teams

The service desk should escalate all technical issues to support and development teams

Service level management

Change control

Service request management

Incident management

Ensuring that service components are available when needed

Providing transparency and good stakeholder relationships

Supporting services according to specifications

Continually meeting stakeholder expectations for costs

Change control

IT asset management

Service desk

Service request management

The guiding principles

Governance

Practices

The four dimensions of service management