ITIL 4: Key Concepts

A service is a means of enabling value co-creation by facilitating __________ that customers want to achieve.

• the warranty

• outcomes

• utility

• outputs

A service provider describes a package that includes a laptop with software, licenses, and support.

What is this package an example of?

• value

• an outcome

• the warranty

• a service offering

Which term describes the functionality offered by a service?

• cost

• utility

• warranty

• risk

Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

• service provision

• service consumption

• service offering

• service relationship management

What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?

• a service

• an output

• a practice

• continual improvement