Free Access ITIL.ITIL-4-Foundation.v2023-10-18.q236 Practice Test (Page 34)

Which is the FIRST thing to consider when focusing on value?

A.Identifying the service customer who will receive value

B.Defining customer experience and user experience

C.Understanding what is valuable to the service consumer

D.Ensuring value is co-created by improvement initiatives.

Which statement about outcome is CORRECT?

A.Outcomes rely on outputs to deliver results for a stakeholder

B.Outcomes use activities to produce tangible or intangible deliverables

C.Outcomes help a service consumer to assess the cost of a specific activity

D.Outcomes give service consumers assurance of products or services

What is typically needed to assign complex incidents to support groups?

A.The incident priority

B.A change schedule

C.A self-help tool

D.The incident category

What can be described as an operating model for the creating and management of products and services?

A.Governance

B.Service value chain

C.Guiding principles

D.Practices

Which describes outcomes?

A.Results desired by a stakeholder

B.Configuration of an organization's resources

C.Functionality offered by a product or service

D.Tangible or intangible deliverables

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