PeopleCert · ITIL 4 Foundation
Services and value
ITIL 4 Foundation · Lesson 1 of 14 · 2:43
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In this lesson
Prepare for the ITIL 4 Foundation exam. In this lesson: what service management is, value and how it is co-created by providers and consumers, organizations as service providers and service consumers, and the three consumer roles: customer, user, and sponsor. Includes three original practice questions, with Wrenfield Water, a fictional water company, as the example.
Preview the topics
- A Wrenfield manager says that the new portal has great value, because IT spent a lot of money building it. Which statement about value matches ITIL?
- Wrenfield’s finance director approves the budget for the new field app, but never opens it. Which role does the finance director play?
- Before launching a new invoice layout, Wrenfield’s IT team works with the billing team, which explains its needs, tests drafts, and suggests changes. Which concept does this show?