ITIL-FOUNDATION · Question #327
What does a service always deliver to customers?
The correct answer is C. Value. ITIL defines a service as a means of delivering value to customers by facilitating outcomes they want without them owning specific costs and risks.
Question
What does a service always deliver to customers?
Options
- AApplications
- BInfrastructure
- CValue
- DResources
How the community answered
(29 responses)- A3% (1)
- C93% (27)
- D3% (1)
Why each option
ITIL defines a service as a means of delivering value to customers by facilitating outcomes they want without them owning specific costs and risks.
Applications are a type of IT component used to deliver a service; they are a means, not the outcome the customer receives.
Infrastructure is an internal resource that supports service delivery but is not itself what a service delivers to the customer.
Value is the invariant output of every service according to ITIL's core definition. Regardless of the underlying technology or delivery mechanism, the purpose of a service is always to enable customer outcomes and create value, making every other option an implementation detail rather than the fundamental deliverable.
Resources are inputs consumed in producing a service, not the outcome or benefit that flows to the customer.
Concept tested: ITIL core definition of a service
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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