- (Exam Topic 3)
Which statement about outcomes is CORRECT?

1. A. They are deliverables provided to service consumers.
2. B. They allow service consumers to achieve a desired result.
3. C. They provide products to service providers based on outputs.
4. D. The co-create value for service providers by reducing costs and risks.

Correct Answer: B
Reference: https://www.axelos.com/news/blogs/february-2015/difference-between-outputs-and-outcomes-in- itsm

- (Exam Topic 3)
Which statement about outcomes is CORRECT?

1. A. Outcomes rely on outputs to deliver results for a stakeholder.
2. B. Outcomes use activities to produce tangible or intangible deliverables.
3. C. Outcomes gives service consumers assurance of products or services
4. D. Outcomes help a service consumers to assess the cost of a specific activity

Correct Answer: A

- (Exam Topic 2)
What do customer perceptions and business outcomes help to define?

1. A. The value of a service
2. B. Service metrics
3. C. The total cost of a service
4. D. Key performance indicators (KPIs)

Correct Answer: A

- (Exam Topic 4)
Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
* 1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
* 2. Complex systems should be designed with an understanding of how the components' parts are related.
* 3. Organizations should consider whether technology could improve the eficiency o' manual processes.
* 4 It is important to understand the organization's objectives when assessing the impact of potential
improvements.

1. A. 1 and 2
2. B. 2 and 3
3. C. 3 and 4
4. D. 1 and 4

Correct Answer: C
You need to use all of your resources as effectively and efficiently as you can. This means that you should automate wherever you can, and use people only for tasks that can’t be automated. It also means that you need to think carefully about what you can automate and about the circumstances where only a person will do; and about simplifying those processes you do decide to automate to eliminate wasteful or inefficient steps.
You should always optimize the work BEFORE you automate it, as automating something that is inefficient or ineffective may just result in you doing the wrong thing faster!
https://www.sysaid.com/blog/itil/the-7-guiding-principles-of-itil-4-practical-advice-to-help-you-make-decisions

- (Exam Topic 2)
Which dimension of service management considers governance, management, and communication?

1. A. Organizations and people
2. B. Information and technology
3. C. Partners and suppliers
4. D. Value streams and processes

Correct Answer: A