Value will be explored in greater depth later in this chapter. ITIL® Foundation ITIL 4 Edition 2, Published by TSO (The Stationery Office), part of Williams Lea, and available from: Online www.tsoshop.co.uk Mail, Telephone, Fax & E-mail TSO PO Box 29, Norwich, NR3 1GN Telephone orders/General enquiries: 0333 202 5070 Fax orders: 0333 202 5080 E-mail: [email protected] Textphone 0333 202 5077 [email protected] and other Accredited Agents AXELOS Full details on how to contact AXELOS can be found at: https://www.axelos.com For further information on qualifications and training accreditation, please visit: https://www.axelos.com/certifications https://www.axelos.com/archived-pages/becoming-an-axelos-partner/training-organization- and-trainer-accreditation For all other enquiries, please email: [email protected] Copyright © AXELOS Limited 2019 All rights reserved. For example, a recreational theme park may offer many exciting rides designed to deliver thrilling experiences for park visitors (utility), but if a significant number of the rides are frequently unavailable due to mechanical difficulties, the park is not fulfilling the warranty (it is not fit for use) and the consumers will not receive their expected value. Search for: Order all of these 155 questions as a printable PDF, Get it from here. Service integration and management may be kept within the organization, but can also be delegated to a trusted partner. Axle has a broad range of customers, and each of them has their own requirements for car hire. ITIL Foundation V4 Course Description: ITIL 4 is built on the established core of best practice in the ITIL guidance. This may happen with innovative services addressing needs that consumers were not even aware of before. The technologies that support service management include, but are not limited to, workflow management systems, knowledge bases, inventory systems, 41, communication systems, and analytical tools. • Subject matter expertise The service provider may believe that it is less risky to use a supplier that already has expertise in a required area, rather than trying to develop and maintain the subject matter expertise in house. Love it or hate it—and let’s be honest, most of us hate it—it will always be a big part of working in IT. Henri: The service Craig’s Cleaning is providing is only one component of the Axle customer experience. Attention should be paid not only to the skills and competencies of teams or individual members, but also to management and leadership styles, and to communication and collaboration skills. We would like Craig’s Cleaning to support us in this goal and aim for the same sustainable growth as us. On the other hand, service relationships can introduce new risks and costs, and in some cases, can negatively affect some of the intended outcomes, while supporting others. For example, an HR service facilitates value creation for its customers by enabling the organization to access and maintain accurate information about its employees, their employment, and their benefits, without exposure of private information to unauthorized parties. The core components of the ITIL SVS are: • the ITIL service value chain • the ITIL practices • the ITIL guiding principles • governance • continual improvement. Sample ITIL v4 Foundation Exam Study Guide PDF. As with the other three dimensions, information and technology applies both to service management and to the services being managed. The four dimensions are constrained or influenced by several external factors that are often beyond the control of the SVS. It is a little part of real ITILFND_V4 exam questions and answers. Consequently, Food for Fuel provides its sales staff with vehicles to enable them to conveniently and reliably visit existing and potential customers. As with costs, there are two types of risk that are of concern to service consumers: • risks removed from a consumer by the service (part of the value proposition). Companies such as Axle are competing with disruptors that include driverless cars and car share. 11, CHAPTER 1 INTRODUCTION 12, 1 Introduction 1.1 IT service management in the modern world According to the World Trade Organization,1 services comprise the largest and most dynamic component of both developed and developing economies. For example, business relationship managers (BRMs) in internal IT or HR departments may regularly talk with customers and discuss their needs and expectations. Table 2.2 Components of a service offering Component Description Examples Goods Access to resources Supplied to the consumer A mobile phone Service actions Ownership is transferred to the consumer A physical server Consumer takes responsibility for future Access to the mobile network, use or to network storage Ownership is not transferred to the consumer Access is granted or licensed to the consumer under agreed terms and conditions The consumer can only access the resources during the agreed consumption period and according to other agreed service terms Performed by the service provider to User support address a consumer’s needs Replacement of a piece of Performed according to an agreement equipment with the consumer 27, The ITIL story: Axle’s service offerings Su: Axle’s service offerings include car hire and the various options we provide to address different travel needs. She is tech-savvy and quickly adapts to new applications and solutions. To that end, this chapter explains some of the most important concepts of service management, including: • the nature of value and value co-creation • organizations, service providers, service consumers, and other stakeholders • products and services • service relationships • value: outcomes, costs, and risks. Change. Promoting a focus on value creation is an effective method of breaking down organizational silos. Detailed guidance on the role of information and technology in service management can be found in other ITIL publications. It is a flexible model that defines six key activities that can be combined in many ways, forming multiple value streams. In a nutshell, ITIL … Our consumers are a diverse group and expect different travel experiences. These patterns may impact the extent to which organizations use external service providers to cope with variable demand. Another important effect of cloud computing, resulting from the computing resources’ elasticity, is that the cloud infrastructure may enable significantly faster deployment of new and changed services, thus supporting high-velocity service delivery. ITIL 4 - the most recent release of ITIL® [1] - was launched in Feb 2019. Equally, ignoring the partners and suppliers dimension could mean that outsourced services are misaligned with the needs of the organization. In the new ITIL4 framework, much is changed but much is still similar to the previous versions. These offerings include discounted insurance, a loyalty programme, and complimentary travel products which include bottled water, tissues, badge holders for parking permits, and baby seats. In both cases, we need a combination of the two for the value to be realized. They want to attract and retain customers, and improve the company’s bottom line. It also includes the technologies that support and enable our services. These all-new for 2020 ITIL e-Books highlight important elements of ITIL … ITIL 4 provides a Practical and flexible approach to move to the new world of digital … 3.2 Information and technology The second dimension of service management is information and technology. Key message Applied to the organization and its SVS, the value streams and processes dimension is concerned with how the various parts of the organization work in an integrated and coordinated way to enable value creation through products and services. Their head office is in central London, but many Food for Fuel consumers are in regional areas. Faruq often makes his travel plans on the go, as his needs can change, based on personal or health considerations. The structure of the ITIL SVS is shown in Figure 1.1, and is repeated in Chapter 4, where it is described in more detail. Service provision may also include the supplying of goods. Posted in ITIL Foundation V4 exam sample Tagged ITIL Foundation V4 exam sample, Question 16. Pass your ITIL V4 … It is based on the ITIL® Foundation, ITIL 4 edition and the associated training instructions, providing the ultimate fit in terms of preparing for the ITIL 4 Foundation exam. Convert to PDF. ITIL 4 Foundation will: • provide readers with an understanding of the ITIL 4 service management framework and how it has evolved to adopt modern technologies and ways of working • explain the concepts of the service management framework to support candidates studying for the ITIL 4 Foundation exam • act as a reference guide that practitioners can use in their work, further studies, and professional development. The first release of ITIL 4 Foundation level has now launched, with the following higher levels due for release in H2 2019. Likewise, if the rides are always up and running during advertised hours, but they do not have features that provide the levels of excitement expected by visitors, the utility is not fulfilled, even though the warranty is sufficient. However, before this is explored further, the four dimensions of service management must be introduced. The organization also needs a culture that supports its objectives, and the right level of capacity and competency among its workforce. Updated. Providers should no longer attempt to work in isolation to define what will be of value to their customers and users, but actively seek to establish mutually beneficial, interactive relationships with their consumers, empowering them to be creative collaborators in the service value chain. 2.5.3 Risks Definition: Risk A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Developing the specialized organizational capabilities mentioned in the definition requires an understanding of: • the nature of value • the nature and scope of the stakeholders involved • how value creation is enabled through services. Depending on the organization’s strategy, value streams can be redefined to react to changing demand and other circumstances, or remain stable for a 49, significant amount of time. This supports modern organizations 45, in their need for faster time to market and digitalization of their services. Last updated on November 12, 2020 Plutora Blog - Agile Release Management, DevOps, IT Governance, Software Development ITIL V4 Change Management in 2020: Everything You Need to … It brings the trainer to you. For example, failing to consider the value streams and processes dimension holistically can lead to wasteful work, duplication of efforts, or worse, work that conflicts with what is being done elsewhere in the organization. The four dimensions are: • organizations and people • information and technology • partners and suppliers • value streams and processes. Each organization depends on others in its operation and development. Other technology solutions, such as cloud computing or mobile apps, have become common practice across many industries globally. Considering the influence of cloud computing on organizations, it is important to make decisions about the use of this model at the strategic level of the organization, involving all levels of stakeholders, from governance to operations. Failing to address all four dimensions properly may result in services becoming undeliverable, or not meeting expectations of quality or efficiency. 35, Su: Craig’s Cleaning is doing a great job! A provider could be selling services on the open market to other businesses, to individual consumers, or it could be part of a service alliance, collaborating to provide services to consumer organizations. Each of these roles may have different, and sometimes even conflicting, expectations from services, and different definitions of value. Organizations must balance the need for stability and predictability with the rising need for operational agility and increased velocity. Axle Car Hire Axle Car Hire is a global company, with its headquarters based in Seattle. ITIL training provides individuals with a structured approach for developing their competencies in the current and future workplace. the value policy could be a bit strange; we have a tendency to didn’t perceive why they’re so expensive! For our service consumers, value includes easy access to a vehicle when they need it, without the overall expense of car ownership. ITIL 4 is designed to provide a seamless transition from an organization’s existing investment in ITIL and its current way of working, to a faster, more flexible, more agile approach. ( Updated on the 22nd of November 2020 – The 70 New questions (Q188 to Q257) are available only in the PDF file.) She is interested in trying new and exciting digital services. Stakeholders across the service value chain contribute to the definition of requirements, the design of service solutions and even to the service creation and/or provisioning itself (see section 4.5). 3.4 Value streams and processes The fourth dimension of service management is value streams and processes. The ITILFND_V4 PDF type is available for reading and printing. Service expectations have changed since Axle was created 10 years ago. Identifying key terms and definitions, the sample study guide will teach you about ITIL core lifecycle, ITIL processes, authority matrix, process vs. service owner, technology tools, and more. This is, however, only one very simple provider-consumer model. Warranty typically addresses such areas as the availability of the service, its capacity, levels of security and continuity. It helps organizations in all kinds of industries offer their services in a quality-driven and economical way. 46, Table 3.1 Relationships between organizations One method an organization may use to address the partners and suppliers dimension is service integration and management. ITIL v4 contains most of the core principles of ITIL v3 and so v3 core cannot be retired; however, AXELOS will keep the v3 certification scheme live until the middle of 2020, so the v4 transition will be gradual. She hopes to visit music festivals as part of her travel experience. The effectiveness of an organization cannot be assured by a formally established structure or system of authority alone. In many areas, IT services use the latest technology developments, such as blockchain, artificial intelligence, and cognitive computing. She asks a lot of questions and is great at spotting patterns and trends. The board is keen to improve customer satisfaction levels. By obtaining your ITIL® 4 Foundation certification, you are showing employers that you understand the key elements, concepts, and terminology used in ITIL, including how operations move between each activity and process to create value in the service value system, and their overall contribution to the service management best practic… It is vital that the leaders of the organization champion and advocate values which motivate people to work in desirable ways. Henri’s strong background in ITIL and ITSM means that he values ITIL certification, and his hiring policy reflects this. These roles can be separate or combined. Key components covered include service management as a practice, key principles, and models, selected functions, selected roles, technology and architecture, competence and training. Artificial intelligence, machine learning, and other cognitive computing solutions are used at all levels, from strategic planning and portfolio optimization to system monitoring and user support. Information and technology are becoming more thoroughly integrated with other organizational capabilities, silos are breaking down, and cross-functional teams are being utilized more widely. Marco: There are always pros and cons to outsourcing. • Does this technology offer additional capabilities that might be leveraged for other products or services? A service offering may include goods, access to resources, and service actions. ITIL® is a registered trade mark of AXELOS Limited. 2.2 Organizations, service providers, service consumers, and other stakeholders In service management there are many different kinds of stakeholder, each of which must be understood in the context of the creation of value in the form of services. • Does the organization have the right skills across its staff and suppliers to support and maintain the technology? It has proved as a well done approach of learning for me. Services are offered to target consumer groups, and those groups may be either internal or external to the service provider organization. (ITIL) Axelos - ITIL Foundation 4 edition-Axelos (2019) was published by connect.mukul14 on 2019-10-30. After the completion of this foundation course, participants will have learnt the advanced ITIL … Footnote: 1 https://www.wto.org/english/tratop_e/serv_e/serv_e.htm 16, CHAPTER 2 KEY CONCEPTS OF SERVICE MANAGEMENT 17, 2 Key concepts of service management A shared understanding of the key concepts and terminology of ITIL by organizations and individuals is critical to the effective use of this guidance to address real-world service management challenges. Axle’s booking app is out of date, and our technology isn’t keeping pace with changes in our service offerings. An overview of the four dimensions is provided below, and more detailed guidance on addressing the dimensions in practice can be found in other ITIL 4 publications. An example of this would be a service provider ceasing to trade, or experiencing a security breach. Value means it meets my budget. Depending on the relationship between the provider and the consumer, it can be difficult for the provider to fully understand the outcomes that the consumer wants to achieve. I take frequent short trips and rarely visit the same location twice. Products are typically complex and are not fully visible to the consumer. This is referred to as the ITIL service value chain (see section 4.5). Service relationships are perceived as valuable only when they have more positive effects than negative, as depicted in Figure 2.2. All our service offerings include access to our website and booking app. This involves the use of a specially established integrator to ensure that service relationships are properly coordinated. Axle can use these resources in other relationships to provide its own services, in the form of car hire, to consumers, i.e. For example, they usually cannot use open source and public services when dealing with sensitive data. • The employees (including the CIO, CFO, and communications team members) fill the role of users when they order, receive, and use the mobile phone services as 23, per the agreed contract. 15, The ITIL story: The CIO’s vision for Axle Henri: These days, the pace of industry change is rapid, with the term ‘Fourth Industrial Revolution’ now widely used. • Resource scarcity If a required resource or skillset is in short supply, it may be difficult for the service provider to acquire what is needed without engaging a supplier. The equivalent to the ITIL v3 “ITIL Expert” certification is ITIL 4 “ITIL Managing Professional” or MP. Note that the forms of cooperation described are not fixed but exist as a spectrum. Increasingly, organizations recognize that value is co-created through an active collaboration between providers and consumers, as well as other organizations that are part of the relevant service relationships. Henri: Axle Car Hire made the decision to outsource the cleaning of all vehicles to a service provider. In another example, an individual private consumer of the same wireless carrier (a person using the mobile network) simultaneously acts as a user, customer, and sponsor. Please disable your adblocker or whitelist this site while studying these questions! The four dimensions (Organizations and People, Information Technology, Partners and Suppliers, and Value Streams and Practices) are just slightly different than the v3 version (4Ps). The framework focuses on IT Service Management best … ITIL ITILFND-V4 pdf. It's the first major update to the ITIL framework since 2007, designed in large part to keep up with recent trends in software development and IT operations. You can use the PDF ITILFND V4 practice exam as a study material to pass the ITILFND V4 exam, and don't forget to try also our ITILFND V4 testing engine Web Simulator. In this evolving market, Axle Car Hire faces an uncertain future. These companies 47, bundle goods and services into a single product offering that can be consumed as a utility, and is typically accounted for as operating expenditure. Both utility and warranty are essential for a service to facilitate its desired outcomes and therefore help create value. For people that have already purchased the bundle. For example, Axle may need to expand its cleaning requirements in the light of new service offerings, such as the one Marco is developing. Adopting the ITIL guiding principles can be a good starting point for establishing a healthy organizational culture (see section 4.3). This ITIL glossary includes definitions for key terms and definitions of ITIL® Foundation. A service may be said to provide acceptable assurance, or ‘warranty’, if all defined and agreed conditions are met. The free download provides a high-level overview of ITIL V3.It is aimed at a general audience and is valuable to both an individual and organization who have simply heard of ITIL and also those that are following ITIL possibly version 2 and want to obtain an understanding of the scope of version 3. Copyright ©2020 Thought Rock | Privacy Policy | Terms of Service | Sitemap. Value stream mapping is described in more detail in other ITIL 4 publications. A comprehensive and professionally produced download produced by the itSMF organization. Let’s have a look at the outcomes, costs, and risks that are introduced and removed. In relation to the information component of this dimension, organizations should consider the following questions: • What information is managed by the services? This risk will now be external cleaning company, and their staff will with the supplier and their insurance company have wide access to our premises Su: By partnering with a specialist cleaning organization, Axle can focus its resources on providing a better service for our users. The ITIL story: Axle’s services Su: At Axle, our service is travel experience. Examples include individual employees of the provider organization, partners and suppliers, investors and shareholders, government organizations such as regulators, and social groups. Equally the culture of some organizations may be more traditional. Applications to reuse, reproduce or republish material in this publication should be sent to the licensing team at: [email protected] Registered office address: 30 Berners Street, London, England, W1T 3LR AXELOS, the AXELOS logo, the AXELOS swirl logo, ITIL®, MoP®, M_o_R®, MoV®, MSP®, P3M3®, P3O®, PRINCE2®, PRINCE2 Agile®, and RESILIA® are registered trade marks of AXELOS Limited. Radhika Is the Axle Car Hire IT business analyst, and it is her job to understand the user requirements of Axle Car Hire staff and customers. Su Is the Axle Car Hire product manager for travel experience, and has worked for Axle for the past five years. Outcomes, and how they influence and are influenced by the other elements, will now be discussed. New for 2020: ITIL 4 Best Practice e-Books. Our braindumps (ITILFND_V4 - ITIL 4 Foundation) are very good: As for our braindumps we provide you three types to choose. 2.1.1 Value co-creation There was a time when organizations self-identifying as ‘service providers’ saw their role as delivering value to their customers in much the same way that a package is delivered to a building by a delivery company.

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