Services, outcomes, service roles and utility
Lesson 1 of 3 in objective 1. Key concepts of service management, part of ITIL 4 Foundation.
- Objective
- 1. Key concepts of service management
- Share of the exam
- 12.5% (the whole objective)
- Questions in this lesson
- 5
- Signed for by a person
- 0
Partly checked. None of the 5 questions here has been read against the cited source by a person. 5 questions have been checked against their cited clause by an automated pass — which is not the same thing, and is not a signature.
Only questions a person has signed for are used in mock exams here. That is the whole difference between the two kinds of checking above.
Questions in this lesson
- Which statement best completes the ITIL definition of a service? A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without ... machine-checked
- A provider delivers a payroll service. Each month it produces a set of payslip files and a bank payment instruction. As a result, the consumer's staff are paid accurately and on time. Which of these is an OUTCOME? machine-checked
- A finance director approves the annual budget that pays for a collaboration service, but never logs into it. Which service consumer role is the finance director playing? machine-checked
- Which description matches the CUSTOMER role in a service relationship? machine-checked
- A video conferencing service can host meetings of up to 200 participants and record them. It is available 99.9% of the time and all recordings are encrypted at rest. Which part of this description is UTILITY? machine-checked
Drill this lesson
A lesson is one sitting: the trainer draws a short run from these questions alone and spaces the ones you get wrong.
Practise Services, outcomes, service roles and utility
The rest of objective 1
- Services, outcomes, service roles and utility — you are here
- Warranty, cost, risk and service offerings
- Service relationships, consumption and value