ITIL 4 Changed ITIL-4-Foundation Questions

A set of specialized organizational capabilities for enabling value for customers in the form of services

A result for a stakeholder enabled by one or more outputs

A formal description of one or more services designed to address the needs of a target consumer group

Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

Each value chain activity receives inputs and provides outputs

The organization’s governance will determine the inputs and outputs of each value chain activity

Some value chain activities only have input, whereas others only have outputs

Input and output are fixed for each value chain activity

Minimize the negative impact of incidents by restoring normal service operation as quickly as possible

Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

Systematically observe services and service components, and record and report selected changes of state identified as events

Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

Consider

Discard

Re-use

Improve