ITIL 4 practice exam 1

• Utility is the functionality offered by a product or service to meet a particular need.
• Change enablement is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.
• An event is any change of state that has significance for the management of a service or other configuration item.
• The service desk is the practice of capturing demand for incident resolution and service requests.
• An output is a tangible or intangible deliverable of an activity. For example, a 'Profit and Loss statement' being produced might be an output of an accounting program.
• Focus on value is the guiding principle most affected by the customer experience (CX)
• roles and responsibilities are a key focus of the ‘organization and people’ dimension
• workflow management and inventory systems are NOT a key focus of the ‘partners and suppliers’ dimension
• Service value system is a ITIL concept that describes the service value chain
• Plan is the value chain activity that includes portfolio decisions for design and transition
• 'what is the vision' is the step of the continual improvement model states that "each improvement initiative should support the organization's goals and objectives"
• Normal changes are changes which need to be scheduled, assessed, and authorized following a standard process. 
• a change schedule is NOT used for developing features
• Every incident should be logged
• problem classification is NOT a phase in problem management 


  Because you only start to manage the problem AFTER you identify/classify it
• How does 'service request management' contribute to the 'improve' value chain activity?

  ' Improve' includes the analysis of data to identify opportunities to provide new service request options.
• Service level agreements are used to measure the performance of services from a customer's point of view.
• How does 'service level management' contribute to the 'plan' value chain activity?

  The 'plan' activity in the service level management practice supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.