6.2 Recall Definitions of the Following ITIL Terms ITIL-4-FOUNDATION Practice Questions (Page 1)

Questions 1–5

1. 1application · medium

   A bank provides an online banking service to its customers. The bank's IT team operates the service, and customers use it to check balances and transfer funds. Which ITIL 4 term describes the interaction between the bank and its customers for the purpose of co-creating value?

   • AService offering
   • BService provision
   • CService consumption
   • DService relationship
   Reveal Solution Discussion Select an answer first
2. 2foundation · easy

   In ITIL 4, what is the primary responsibility of a 'sponsor'?

   • AUsing the service on a daily basis
   • BAuthorizing budget and resources for the service
   • CDelivering the service to the customer
   • DDefining the requirements for the service
   Reveal Solution Discussion Select an answer first
4. 3foundation · easy

   Which of the following is a component of warranty in ITIL 4?

   • AUtility
   • BOutcome
   • CCost
   • DAvailability
   Reveal Solution Discussion Select an answer first
5. 4foundation · easy

   In ITIL 4, what is the role of a 'customer'?

   • AA person who authorizes budget for the service
   • BA person who uses the service on a daily basis
   • CA person who provides the service to the organization
   • DA person who defines the requirements for a service and takes responsibility for the outcomes of its consumption
   Reveal Solution Discussion Select an answer first
6. 5foundation · easy

   What is the ITIL 4 definition of 'co-creation'?

   • AThe act of a third party auditing the value delivered by a service
   • BThe act of a service provider delivering a service without any input from the consumer
   • CThe process of a consumer independently producing all the value from a service
   • DThe process of creating value through the active involvement of both the service provider and the consumer
   Reveal Solution Discussion Select an answer first