ITIL® Foundation Question of the Week: Value of a Service

What are the three (3) main aspects used by a customer to determine the value of a service?

A. Functionality, Cost, Warranty
B. Outcomes, Functionality, Preferences
C. Preferences, Features, Performance
D. Outcomes, Preferences, Perceptions

Reveal Answer

Answer: D.

Customers have a preference regarding the service provider and what the service should offer, and they have a perception of what they should receive for the money spent on the service. Once they receive the outcome, as long as the perceived outcome is equal to or greater than what they thought they should receive, they’ve received value.

 

Related Course
ITIL Foundation

Related Certification
ITIL Foundation

ITIL Foundation Question of the Week Series

• ITIL® Foundation Question of the Week: Service Operation Stage Functions
• ITIL® Foundation Question of the Week: Service No Longer Used
• ITIL® Foundation Question of the Week: Types of Services
• ITIL® Foundation Question of the Week: Categorizing Incidents
• ITIL® Foundation Question of the Week: Value of a Service

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