1.1 Recall the Definition of: a) Service B) Utility C) Warranty D) Customer E) User F) Service Management G) Sponsor ITIL-4-FOUNDATION Practice Questions (Page 4)

Questions 16–20

1. 16foundation · easy

   In ITIL 4, who is considered a 'user' of a service?

   • AA person who defines the requirements for the service.
   • BA person who authorizes budget for the service.
   • CA person who actually uses the service on a day-to-day basis.
   • DA person who manages the service provider's operations.
   Reveal Solution Discussion Select an answer first
2. 17application · medium

   A hospital is considering outsourcing its medical transcription. The provider offers accurate, HIPAA-compliant transcription with 24-hour turnaround and a 99.5% accuracy guarantee. The hospital's leadership wants to avoid hiring and managing its own transcription staff and the associated liability. According to the ITIL 4 definition of a service, what is the primary value of this arrangement?

   • AThe hospital transfers all regulatory liability for patient data to the transcription provider
   • BThe hospital receives a guaranteed 99.5% accuracy rate on all transcribed documents
   • CThe hospital obtains the desired outcome (transcribed records) without having to manage the costs and risks of running its own transcription operation
   • DThe hospital eliminates the need for any internal quality review of transcribed records
   Reveal Solution Discussion Select an answer first
4. 18application · medium

   A city government is evaluating a new citizen-service mobile app. The app will allow residents to report potholes, pay parking fines, and track permit applications. The vendor commits to 99.9% availability and secure payment processing. Which aspect of this service represents its utility?

   • AThe ability to report potholes, pay fines, and track permits
   • BThe secure payment processing guarantee
   • CThe 99.9% availability commitment
   • DThe city's decision to fund the app through the annual budget
   Reveal Solution Discussion Select an answer first
5. 19foundation · easy

   In ITIL 4, who is defined as a 'customer'?

   • AA person who actually uses a service on a day-to-day basis.
   • BA person who authorizes budget for service consumption.
   • CA person who defines the requirements for a service and takes responsibility for the outcomes of its consumption.
   • DA person who provides the service to the customer.
   Reveal Solution Discussion Select an answer first
6. 20application · medium

   A manufacturing firm is selecting a supplier for a predictive-maintenance service. Two vendors offer similar sensor analytics and alerting features. Vendor A guarantees 99.95% platform availability, includes disaster-recovery failover within 30 minutes, and commits to handling 10,000 concurrent sensor streams. Vendor B offers the same features but with no formal uptime commitment. According to ITIL 4, what is the key differentiator between these two offerings?

   • AVendor A provides better utility because its analytics features are more advanced
   • BVendor A is a service provider, while Vendor B is only a product supplier
   • CVendor B provides better utility because it has fewer constraints on the customer
   • DVendor A provides warranty (assurance) through availability, continuity, and capacity commitments; Vendor B does not
   Reveal Solution Discussion Select an answer first