- (Exam Topic 2)
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?

1. A. Service offering
2. B. Service provision
3. C. Service relationship management
4. D. Service consumption

Correct Answer: C

- (Exam Topic 2)
Which practice establishes a channel between the service provider and its users?

1. A. Relationship management
2. B. Change enablement
3. C. Supplier management
4. D. Service desk

Correct Answer: D
Reference: https://www.knowledgehut.com/tutorials/itil4-tutorial/itil-management-practices-processes

- (Exam Topic 1)
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

1. A. A customer
2. B. A user
3. C. A configuration item (CI)
4. D. An IT asset

Correct Answer: A

- (Exam Topic 2)
Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

1. A. Service consumer
2. B. Service provider
3. C. Customer
4. D. Supplier

Correct Answer: B

- (Exam Topic 4)
Which of the following statements about 'outcomes' is TRUE?

1. A. The delivery of products to a stakeholder is enabled by outcomes
2. B. The level of expenses regarding a technology for a service is defined by an outcome
3. C. An outcome depends on at least one output to deliver a result
4. D. Outcomes provide assurance to stakeholders regarding the performance of a service

Correct Answer: C
An outcome is a result for a stakeholder enabled by one or more outputs1. Outputs are tangible or intangible deliverables of an activity1. For example, a service provider may produce a report (output) that helps a customer make a decision (outcome)2. References: ITIL Foundation - ITIL 4 Edition, page 3; ITIL® 4 – A Pocket Guide, page 13.