1.2 Describe the Key Concepts of Creating Value with Services ITIL-4-FOUNDATION Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A bank is evaluating two IT service providers for its online banking platform. Provider A offers lower costs but has had recent security breaches. Provider B is more expensive but has a strong security record. The bank prioritizes customer trust and regulatory compliance. Which provider should the bank choose, and why?

   • AProvider B, because higher cost always means higher value.
   • BProvider A, because security breaches are the provider's responsibility, not the bank's.
   • CProvider B, because the bank perceives higher value in reduced risk and compliance.
   • DProvider A, because lower costs always increase value.
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   Which roles are part of a service relationship in ITIL 4?

   • AService provider and service consumer only.
   • BService provider and third-party vendors only.
   • CService consumer and regulatory bodies only.
   • DService provider, service consumer, and other stakeholders.
   Reveal Solution Discussion Select an answer first
4. 13application · medium

   A hospital outsources its medical billing to a specialized firm. The firm manages the billing software, staff training, and compliance with regulations. The hospital no longer needs to hire billing specialists or invest in billing systems. Which statement best illustrates the value of this service?

   • AThe service transfers all risks to the firm, so the hospital has no remaining risks.
   • BThe service is valuable because it provides the hospital with more employees.
   • CThe service enables the hospital to achieve desired outcomes while reducing its costs and risks.
   • DThe service is valuable only if it costs less than the hospital's previous billing process.
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A marketing agency uses a project management tool provided by a software vendor. The agency configures the tool's workflows to match its internal processes and provides feedback to the vendor for improvements. Which statement best describes this interaction?

   • AValue is created only when the agency pays the subscription fee.
   • BThe vendor creates all the value, and the agency simply uses the tool.
   • CValue is co-created through the active participation of both the provider and the consumer.
   • DThe agency is the service provider, and the vendor is the service consumer.
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   How are products used in relation to services in ITIL 4?

   • AProducts are the final output of a service and are delivered to the customer.
   • BProducts are used to create services that deliver value to customers.
   • CProducts are only used internally by the provider and are never part of a service.
   • DProducts are the same as services and the terms are interchangeable.
   Reveal Solution Discussion Select an answer first