The ITIL guiding principles are defined as recommendations that can guide an organization in all circumstances, irrespective of changes in its goals, strategies, type of work, or management structure. They are universal and enduring recommendations that provide a shared understanding and a common approach to service management across the organization. They help guide decisions and actions, ensuring a consistent and effective adoption of a service management approach and the ITIL framework.

A. This describes a 'value stream', which is a series of steps an organization undertakes to create and deliver products and services.

B. This is the definition of a 'service offering', which details services designed to meet the needs of a specific consumer group.

C. This describes an ITIL 'practice', which is a set of organizational resources designed for performing work or accomplishing an objective.

1. AXELOS. (2019). ITIL® Foundation

ITIL 4 edition. TSO (The Stationery Office).

Section 4.3

"The ITIL guiding principles": "The ITIL guiding principles are recommendations that can guide an organization in all circumstances..." (Supports correct answer D).

Section 4.5

"Value streams and processes": Defines a value stream as "a series of steps an organization undertakes to create and deliver products and services to consumers." (Refutes option A).

Section 2.3.2

"Products and services": Defines a service offering as "a description of one or more services

designed to address the needs of a target consumer group." (Refutes option B).

Glossary

page 196: Defines a practice as "A set of organizational resources designed for performing work or accomplishing an objective." (Refutes option C).