Which ITIL term is defined as “Assurance that a product or service will meet agreed requirements (fit for use)?”

• Utility

• Warranty

• Outcome

• Value

The person that defines the requirements for a service and takes responsibility for the outcomes of service consumption is (a)   .

• User
• Sponsor
• Customer
• Service owner

A [?] is a person who uses services.

• Sponsor

• User

• Customer

• Supplier

Which TWO statements about ‘Service management’ are CORRECT?

• It is a set of specialized organisational capabilities.

• It focuses solely on internal IT departments.

• Its purpose is enabling value for customers in the form of services.

• It eliminates the need for risk management.

Which of the following is NOT part of the ITIL definition of a ‘service’?

(a)  

• Facilitating desired outcomes
• Co‑creation of value
• Managing specific costs and risks
• Delivering utility without warranty

Which term refers to the ‘fitness for purpose’ of a service?

• Outcome

• Utility

• Warranty

• Output

What term describes a person who authorises budget for service consumption?

• Sponsor

• Stakeholder

• Customer

• Service owner

Match the following statements with their definitions of a ‘service’ in ITIL 4.

• A collection of processes that provide value

• A means of enabling value co‑creation by facilitating outcomes without customers managing costs & risks

• A method for enhancing software capabilities

• A way to add features to software

• A technology system offered to end-users

• A set of activities that deliver value

• A service

• An IT system provided to users

The concept defined as ‘the perceived benefits, usefulness and importance of something’ is (a)   .

• Value
• Cost
• Risk
• Outcome

Identify the missing word: An [?] is a tangible or intangible deliverable of an activity.

• Outcome

• Output

• Utility

• Warranty