In ITIL 4, what is a 'service relationship'?

A formal contract between two organizations

A cooperation between a service provider and a service consumer

The agreement on service levels

The process of delivering a service

Which of the following are the two aspects of a service relationship in ITIL 4?

Service design and service operation

Service value and service outcome

Service provision and service consumption

Service offering and service agreement

In ITIL 4, what is an 'outcome'?

The process of delivering a service

The result of a service for a customer

The tangible deliverable of a service

The cost of delivering a service

A payroll service processes employee timesheets and produces paychecks. The service consistently generates accurate paychecks on time, but employees are dissatisfied because the paychecks do not reflect their agreed bonuses. In ITIL 4 terms, what does this situation describe?

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

Both the output and the outcome are achieved.

Neither the output nor the outcome is achieved.

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

ITIL 4 Foundation

Domain 6Objective 2

6.2 Recall Definitions of the Following ITIL Terms ITIL-4-FOUNDATION Practice Questions (Page 3)

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 11–15

11foundation · easy
In ITIL 4, what is a 'service relationship'?
Select an answer first
12foundation · easy
Which of the following are the two aspects of a service relationship in ITIL 4?
Select an answer first
13application · medium
A logistics company subscribes to a fleet-tracking service. The service provides real-time location data (utility) and guarantees 99.9% uptime and data encryption (warranty). The company uses this service to reduce delivery delays and improve customer satisfaction. Which ITIL 4 term describes the reduction in delivery delays and improvement in customer satisfaction?
Select an answer first
14foundation · easy
In ITIL 4, what is an 'outcome'?
Select an answer first
15application · medium
A payroll service processes employee timesheets and produces paychecks. The service consistently generates accurate paychecks on time, but employees are dissatisfied because the paychecks do not reflect their agreed bonuses. In ITIL 4 terms, what does this situation describe?
Select an answer first

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