ITIL 4 Foundations Exam Solution Guide (2022 updated)
1. PESTLE (list): Political
Economic Social Technological Legal Environmental
2. 4 dimensions of service management: organizations & people information & technology
partners & suppliers
value streams & processes
3. components of the service value system: inputs:
-opportunity
-demand
components:
-7 guiding principles
-governance
-service value chain
-34 ITIL practices
-continual improvement
output:
-value
4. service value chain activities list: plan engage
design & transition obtain or build deliver & support improve
5. value stream: a series of steps that an organization uses to create and deliver products/services
to a consumer
6. ITIL activities: -represent the steps an organization takes in the creation of value
-each activity contributes to the value chain by transforming specific inputs into outputs
7. ITIL practice (definition): a set of organizational resources designed for per- forming work
or accomplishing an objective (e.g. service desk)
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