A company's IT service desk provides a password reset service. The service resets passwords within 10 minutes (output), but users are still frustrated because they cannot remember their new passwords and the service does not offer a self-service option. The service is available 99.9% of the time and meets all SLAs. Which statement best describes the situation in ITIL 4 terms?

The outcome is achieved, but the output is not achieved.

Both the output and the outcome are achieved.

The output is achieved, but the outcome is not achieved.

Neither the output nor the outcome is achieved.

Which practice in ITIL 4 is responsible for ensuring that the service provider and consumer work together to co-create value?

Service relationship management

Which of the following best defines 'value' in the context of ITIL 4?

The perceived benefits, usefulness, and importance of something

The tangible outputs produced by a service provider

The total cost of delivering a service to a customer

The formal agreement between a provider and a consumer

In ITIL 4, what is the focus of 'service relationship management'?

Monitoring the technical performance of services

Joint activities to ensure value co-creation

Managing the financial aspects of services

Designing new services for the market

ITIL 4 Foundation

Domain 6Objective 2

6.2 Recall Definitions of the Following ITIL Terms ITIL-4-FOUNDATION Practice Questions (Page 2)

Part of the Know the purpose and key terms of 15 ITIL practices domain, which accounts for 17.5% of the ITIL-4-FOUNDATION exam. PeopleCert does not publish an official question count, but from its 60-minute exam (~25–40 total, ~4–4 in this domain), expect 2–2 from this objective — we provide 23 practice questions to prepare you well beyond it. (estimate)

23questions here

5free pages

9concepts

17.5%of the exam

Questions 6–10

6expert · medium
A company's IT service desk provides a password reset service. The service resets passwords within 10 minutes (output), but users are still frustrated because they cannot remember their new passwords and the service does not offer a self-service option. The service is available 99.9% of the time and meets all SLAs. Which statement best describes the situation in ITIL 4 terms?
Select an answer first
7foundation · easy
Which practice in ITIL 4 is responsible for ensuring that the service provider and consumer work together to co-create value?
Select an answer first
8foundation · easy
Which of the following best defines 'value' in the context of ITIL 4?
Select an answer first
9foundation · easy
In ITIL 4, what is the focus of 'service relationship management'?
Select an answer first
10foundation · easy
Which ITIL 4 role is responsible for authorizing the budget for a service?
Select an answer first

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6.2 Recall Definitions of the Following ITIL Terms ITIL-4-FOUNDATION Practice Questions (Page 2)

Questions 6–10

Which practice in ITIL 4 is responsible for ensuring that the service provider and consumer work together to co-create value?

Which of the following best defines 'value' in the context of ITIL 4?

In ITIL 4, what is the focus of 'service relationship management'?

Which ITIL 4 role is responsible for authorizing the budget for a service?

Keep studying — Know the purpose and key terms of 15 ITIL practices