- (Exam Topic 3)
Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

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

Correct Answer: B
This includes the information and technology needed to deliver services (servers, storage, networks, databases, etc.) as well as the information and technology needed to manage those services (ITSM tools, knowledge bases, configuration information, etc.).
https://www.sysaid.com/blog/entry/everything-you-officially-need-to-know-about-itil-4

- (Exam Topic 4)
A good way to apply the ITIL guiding principle 'focus on value' is to:

1. A. Understand why services are used by service consumers
2. B. Understand the whole, but do something
3. C. Be aware of system complexity
4. D. Do less tasks but in a better way with higher quality

Correct Answer: A
The ITIL guiding principle ‘focus on value’ states that everything an organization does should link back, directly or indirectly, to value for itself, its customers, and other stakeholders1. A good way to apply this principle is to understand why services are used by service consumers, what outcomes they enable, and how they contribute to value creation2. This helps to align the service provider’s activities and resources with the needs and preferences of the service consumers3. References: ITIL Foundation - ITIL 4 Edition, page 6; ITIL® 4 – A Pocket Guide, page 24; ITIL® 4 Practice Guide: Focus on Value, page 9.

- (Exam Topic 2)
Which is a supplier category?

1. A. Technical
2. B. Commodity
3. C. Customer
4. D. Resource

Correct Answer: D

- (Exam Topic 2)
Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?

1. A. It should always be used to support direct observation
2. B. It should always be used instead of direct observation
3. C. Measured data is always more accurate than direct observation
4. D. The act of measuring always positively impacts results

Correct Answer: A

- (Exam Topic 4)
Which statement about outcomes is CORRECT?

1. A. Outcomes enable products to be delivered to a stakeholder
2. B. An outcome defines the amount of money spent on technology for a service
3. C. An outcome depends on at least one output to deliver a result
4. D. Outcomes provide assurance to stakeholders on how a service performs

Correct Answer: C
It is important to understand the difference in these terms not just for clarity, but because outputs are much easier to measure than outcomes.
Outputs are nearly always quantitative, with data available to show whether these have been delivered.
Outputs are easy to report on and to validate. There is no grey area.
Outcomes are more challenging to verify because they are both qualitative and quantitative. Whether your outcomes have been achieved will rely, to a great extent, on the perception of the people who receive the service. Perceptions are not easy to measure or report on, but it is essential you find a way to do so.
https://www.bmc.com/blogs/outcomes-vs-outputs/