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ITIL 4 EXAM EXAM STUDY MATERIALS QUESTION AND ANSWERS (VERIFIED ANSWERS) 2024
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ITIL 4 EXAM EXAM STUDY MATERIALS QUESTION AND ANSWERS (VERIFIED ANSWERS) 2024
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ESTUDYITIL 4 EXAM EXAM STUDY MATERIALS QUESTION AND
ANSWERS (VERIFIED ANSWERS)
1. **What is Service Management?**
- A) A method for tracking financial performance
- B) A set of specialized organizational capabilities for enabling value for customers in the form of
services
- C) A strategy for marketing products
- D) A system for managing employee performance
**Answer: B) A set of specialized organizational capabilities for enabling value for customers in the
form of services**
2. **What is an Output?**
- A) A result of a customer interaction
- B) Tangible or intangible deliverable of an activity
- C) A financial report
- D) An organization's strategy document
**Answer: B) Tangible or intangible deliverable of an activity**
3. **What is an Outcome?**
- A) The cost of a service
- B) The result for a stakeholder produced by one or more outputs
- C) A method for measuring performance
- D) A detailed service plan
,ESTUDY
**Answer: B) The result for a stakeholder produced by one or more outputs**
4. **What is Cost?**
- A) The amount of money spent on a specific activity or resource
- B) The value provided by a service
- C) The risk associated with a project
- D) The total revenue generated
**Answer: A) The amount of money spent on a specific activity or resource**
5. **What is Risk?**
- A) A planned improvement initiative
- B) A possible event that could cause harm or loss, or make it more difficult to achieve objectives
- C) A method for increasing service delivery
- D) A tool for managing customer feedback
**Answer: B) A possible event that could cause harm or loss, or make it more difficult to achieve
objectives**
6. **What is an Organization?**
- A) A tool for managing resources
- B) A person or a group of people with its own functions, responsibilities, authorities, and
relationships to achieve its objectives
- C) A financial management system
- D) A database for tracking services
, ESTUDY
**Answer: B) A person or a group of people with its own functions, responsibilities, authorities, and
relationships to achieve its objectives**
7. **What is Value?**
- A) The cost of a service
- B) Perceived benefits, usefulness, importance of something
- C) The quantity of resources used
- D) The quality of service delivery
**Answer: B) Perceived benefits, usefulness, importance of something**
8. **What is a Service Offering?**
- A) A formal description of one or more services, including goods, access to resources, and service
actions
- B) A list of all available services
- C) A summary of service performance metrics
- D) A tool for tracking service costs
**Answer: A) A formal description of one or more services, including goods, access to resources, and
service actions**
9. **What are Service Relationships?**
- A) Agreements between service providers and consumers for service delivery
- B) Co-operation between a service provider and service consumer, including service provision,
consumption, and relationship management
- C) Contracts with third-party vendors
- D) Financial agreements for service delivery
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