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Seven Seven ITIL 4 Training Exam 01
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First
Last
1. Value is the perceived (?) usefulness and importance of something. Choose One.
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Cost
Benefit
Influence
Power
2. What is the result for a stakeholder enabled by one or more outputs? Choose One.
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Capability
Outcome
Value
Service
3. Service is a means of enabling (?) by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. Choose One.
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Value creation
Value provision
Value co-creation
Value consumption
4. Which relates to the utility of the service when subscribing to mobile phone services? Choose One
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The subscriber can use the phone 24/7/365
The subscriber can use the phone to call or text
The subscriber can upgrade its subscription plan
The subscriber can place a call even when in the parking basement
5. Which is NOT true about stakeholders? Choose One
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Stakeholders include employees, suppliers and the government
Stakeholders are important to value creation
Stakeholders do not receive value, only the service consumer does
Stakeholders have interest or involvement in an organization, product, practice or other entity.
6. What should be assessed to evaluate whether a service offering will facilitate the desired outcomes of consumers? Choose One
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Utility & Warranty
Partners & Suppliers
Economic & Technological Factors
Principles & Practices
7. Which is NOT included in Service Relationships? Choose One
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Service Consumption
Service Relationship Management
Service Offering
Service Provision
8. Which BEST describes a User? Choose One
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The one who pays for the service
The one who uses the service
The one who provides the service
The one who sells the service
9. What is NOT inherent in the definition of value? Choose One
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Value is always expensive
Value can be subjective
Value is subject to the perception of stakeholders
Value is a key focus of ITIL4
10. Service providers help their consumers to achieve outcomes, and in doing so, take on some of the associated (?) and (?). Choose One
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Utility and Warranty
Information and Technology
Cost and Risk
Outputs and Outcomes
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