IT Service Management Foundation Practice Test

Answer: A - Services is defined as a means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks.

Key Takeaway: Was it really tough not to select D since the idea of helping drive valuable outcomes for customers would be an ideal, utopian world? Being able to understand the concept of Service is very important. Consider the difference between planning your own wedding or hiring a wedding planner. Sure, you could plan your own wedding but it’s not what you do on a day-to-day basis whereas that’s what a wedding planner does as a service to its customers. When you judge the quality of the service you are going to measure your satisfaction based on the whole event and not just how good the band was. The band is just one component of many and the entire event is the service.