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 ...
ITIL 4 Foundation, objective 1. Key concepts of service management easy
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The options
Not correct ... the customer having to agree service levels in advance.
Wrong. Agreed levels of performance are warranty, which is a separate concept. The definition says nothing about whether service levels are agreed beforehand.
Not correct ... the customer having to pay for the resources involved.
Wrong. Consumers normally do pay; the price is one of the costs a service imposes on the consumer. What the consumer avoids is having to manage the underlying costs and risks, not paying anything.
Not correct ... the provider having to understand the customer's business.
Wrong, and the reverse of ITIL's position. Value co-creation requires the provider to understand the consumer's desired outcomes; the definition never excuses the provider from that.
Correct ... the customer having to manage specific costs and risks.
Correct. The definition turns on the transfer of specific costs and risks away from the consumer; that transfer is a large part of why a consumer engages a provider at all.
Why
A service enables value co-creation by facilitating the consumer's desired outcomes while the provider absorbs specific costs and risks the consumer would otherwise have to manage. Note the word 'specific': the service does not remove all costs and risks, and it can even impose new ones (the price, or dependence on the provider).
Where this comes from
- Cited
- ITIL 4 syllabus clause 1
- What it says
- Service: enabling value co-creation by facilitating outcomes customers want, without the customer managing specific costs and risks.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 1 and space the ones you get wrong.