A provider maintains a single mobile banking platform, built from its applications, staff, infrastructure and partner contracts. From that platform it markets a 'personal banking' package and a separate 'business banking' package, each with different features and terms. In ITIL terms, what is the mobile banking platform?
ITIL 4 Foundation, objective 1. Key concepts of service management hard
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How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
The options
Not correct A single resource of the provider
Wrong. The applications, staff, infrastructure and partner contracts are the individual resources. ITIL reserves the term product for the configuration those resources are assembled into, which is what the stem describes.
Not correct A service offering
Wrong. The two marketed packages are the offerings. The underlying resource configuration they are both built from is the product.
Not correct A service relationship
Wrong. A service relationship is the cooperation between provider and consumer, not a set of resources.
Correct A product
Correct. A product is a configuration of an organization's resources designed to offer value for a consumer, and one product can underpin several service offerings.
Why
Products are configurations of resources (people, information, technology, partners) that a provider assembles. Consumers do not usually see the whole product: they see service offerings tailored to their group, and several offerings can be based on the same product. Keeping the two apart is what lets a provider reuse resources across markets.
Where this comes from
- Cited
- ITIL 4 syllabus clause 1
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 1 and space the ones you get wrong.
More questions on this objective
- 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
- Which statement about warranty is correct? machine-checked