Become ITIL® 4 Foundation Certified in 7 Days: Understand and Prepare for the ITIL Foundation Exam with Real-life Examples

Appendix: Answers to Knowledge Checks

Chapter 3

3-1.

C. This is the definition of an organization.

3-2.

B. Utility is fit for purpose and warranty is fit for use.

3-3.

B. A service consumer must be transparent about their needs if they intend to get a service catered for them.

3-4.

C. Outcome refers to the results achieved by the stakeholder/customer/consumer.

3-5.

D. This is the definition of a cost. It is not a service offering. The remaining three are related to service offerings.

Chapter 4

4-1.

D. The primary focus is to create value by increasing efficiency, which is done through cutting down wastes.

4-2.

A. Organization and people focuses on organization structure even in the supplier organization. It’s not the partners and suppliers dimension.

4-3.