PeopleCert
ITIL · Question #24
ITIL Question #24: Real Exam Question with Answer & Explanation
The correct answer is C: Value. ITIL defines a service as a means of delivering value to customers, making value the one thing every service must always provide.
Generic concepts and definitions
Question
What should a service always deliver to customers?
Options
- AApplications
- BInfrastructure
- CValue
- DResources
Explanation
ITIL defines a service as a means of delivering value to customers, making value the one thing every service must always provide.
Common mistakes.
- A. Applications are a technical component that may be used to deliver a service but are not what a service delivers to the customer - many services involve no applications at all.
- B. Infrastructure is an internal resource the service provider uses to produce and sustain services; it is not the thing delivered to customers as the result of consuming a service.
- D. Resources are service assets used internally by the service provider to create value; they are inputs to service delivery, not the outcome that customers receive.
Concept tested. ITIL service definition - value as core outcome
Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
Topics
#service definition#value#customer outcomes
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