A. Incorrect. Automation supports value stream
management, not mapping: "This understanding is
supported by automation and measurement."
Ref 6.4
B. Correct. Value stream mapping "allows
organizations to identify, map, and analyse their
value streams, as well as identify and prioritize
improvement opportunities." Ref 6.4
C. Incorrect. It is the management practices "that
enable and support the value streams, as well as the
organization’s products and services. In many cases,
the improvement of a management practice has
impact on multiple value streams.", not the other
way round. Ref 6.4
D. Incorrect. External dependencies cannot be
directly controlled, but the contractual agreements
may be altered to "include changes to contracts with
suppliers, ways of using external services, changing
the ways of cooperation." Ref Appendix E

A. Correct. The “ITIL Value System (ITIL VS) is a
model representing how all the components and
activities of an organization work together to
facilitate value creation through digital products
and services.” Ref 5.1

A. Incorrect. SLAs are not legal contracts focused on
penalties, they are a "documented agreement
between a service provider and a customer that
identifies the services provided and the agreed level
of each service." Ref 3.2.5
B. Correct. 'Service Level Agreement (SLA)' is "a
documented agreement between a service
provider and a customer that identifies the
services provided and the agreed level of each
service." Ref 3.2.5
C. Incorrect. SLAs are formal documented
agreements, not informal discussions: "a
documented agreement between a service provider
and a customer that identifies the services provided
and the agreed level of each service." Ref 3.2.5
D. Incorrect. SLAs involve both providers and
customers, not just internal IT. An SLA "is a
documented agreement between a service provider
and a customer that identifies the services provided
and the agreed level of each service." Ref 3.2.5

A. Incorrect. This defines continuous deployment,
which is "a set of techniques and tools that enables
every change that passes automated tests to be
automatically deployed to production without
additional authorization. Continuous deployment
relies on continuous delivery." Ref 4.6.2
B. Correct. Continuous integration is "a set of
techniques and tools that enables developers to
frequently merge their code changes into a central repository, followed by automated builds
and tests." Ref 4.5.2
C. Incorrect. This refers to reflection in service value
tracking, not integration. 'Reflect' has to do with
capturing value and making improvements: "Value
must be tracked and evaluated, and improvements
must be applied continually to maintain and
increase the service value. On the service consumer
side, this step involves users (providing feedback),
customers (analysing and reporting service
outcomes) and sponsors (confirming or changing
the funding)." Ref 3.2.3
D. Incorrect. This is Site Reliability Engineering (SRE),
which is "a technology management discipline that
incorporates aspects of software engineering and
applies them to infrastructure and operations
problems with the goal of creating ultra-scalable and
highly reliable software systems." Ref 4.7.1

A. Incorrect. This defines a service request which is
"a request from a user or a user’s authorized
representative that initiates a service action which
has been agreed as a normal part of service delivery.
" Ref 4.8.2
B. Incorrect. This defines a disaster: "a sudden
unplanned event that causes great damage or
serious loss to an organization. A disaster results in
an organization failing to provide critical business
functions for some predetermined minimum period
of time." Ref 4.9.1
C. Correct. An 'event' is "any change of state that
has significance for the management of a
product, service, or other configuration item."
Ref 4.7.2
D. Incorrect. This defines change, which is "the
addition, modification, or removal of anything that
could have a direct or indirect effect on products
and services." Ref 4.7.2

A. Incorrect. This is an 'event', not an incident. 'Event'
is "any change of state that has significance for the
management of a product, service, or other
configuration item." Ref 4.7.2
B. Correct. An 'incident' "is an unplanned
interruption to a service or reduction in the
quality of a service." Ref 4.7.2
C. Incorrect. This defines a 'problem' which is "a
cause, or potential cause, of one or more incidents."
Ref 4.9.1
D. Incorrect. This defines error: "a flaw or
vulnerability that may cause incidents." Ref 4.9.1

A. Correct. A 'product specification' "is a detailed
document that outlines critical aspects,
requirements, and characteristics of a product
or service to be built. It typically includes
descriptions of the product or service features,
functionalities, technical requirements,
performance criteria, and user interface details."
Ref 4.3.1

A. Incorrect. 'Transition' has to do with onboarding
and offboarding of suppliers: "The purpose of the
‘transition’ activity is to seamlessly introduce new or
updated products into operational environments
and to ensure effective onboarding/offboarding of
suppliers." Ref 4.6.1
B. Incorrect. The 'operate' activity maintains system
performance: "The purpose of the ‘operate’ activity
is to maintain and monitor digital products and
supporting systems, ensuring optimal performance
and reliability." Ref 4.7.1
C. Correct. "The purpose of the ‘support’ activity
is to identify and resolve incidents, fulfil disaster
recovery procedures, and capture consumer’s
feedback." Ref 4.9.1
D. Incorrect. The 'design' activity's purpose is "to
create prototypes and specifications for products
and services, detailing their functionality, user
experience, and operational framework." Ref 4.3.1

A. Incorrect. This describes the 'support' activity:
"The purpose of the ‘support’ activity is to identify
and resolve incidents, fulfil disaster recovery
procedures, and capture consumer’s feedback." Ref
4.9.1
B. Correct. "The purpose of the ‘acquire’ activity
is to secure and allocate necessary resources
efficiently, ensuring the sustainability and
scalability of products and services." Ref 4.4.1
C. Incorrect. Service provision is the primary goal of
the 'deliver' activity: "The purpose of the ‘deliver’
activity is to provide services to users, manage user
onboarding/offboarding, maintain service quality
standards, and gather consumers’ feedback." Ref
4.8.1
D. Incorrect. Creating functional prototypes for
testing is the primary goal of the 'design' activity:
"The purpose of the ‘design’ activity is to create
prototypes and specifications for products and
services, detailing their functionality, user
experience, and operational framework." Ref 4.3.1

A. Correct. "The purpose of the ‘design’ activity is
to create prototypes and specifications for
products and services, detailing their
functionality, user experience, and operational
framework." Ref 4.3.1

A. Incorrect. Developing and testing is part of the
'build' activity: "The purpose of the ‘build’ activity is
to develop, integrate, and test digital products,
transforming designs into functional solutions."
Ref 4.5.1
B. Incorrect. Securing resources belongs to the
'acquire' activity: "The purpose of the ‘acquire’
activity is to secure and allocate necessary resources
efficiently, ensuring the sustainability and scalability
of products and services." Ref 4.4.1
C. Correct. The main purpose of the 'discover'
activity "is to ensure continual alignment of the
product roadmaps and related service offerings
with the needs of service consumers and with
the organizational strategy." Ref 4.2.1
D. Incorrect. Maintaining and monitoring digital
products is the purpose of the 'operate' activity:
"The purpose of the ‘operate’ activity is to maintain
and monitor digital products and supporting
systems, ensuring optimal performance and
reliability." Ref 4.7.1

A. Incorrect. Visibility is not about access levels, it is
about "the sum of the aspects of the service
consumer organizations visible to the service
provider, and the aspects of the service provider organizations visible to the service consumer" Ref
3.2.3, Figure 3.4
B. Incorrect. Visibility is not exclusive to technology
based digital service models, but is "the sum of the
aspects of the service consumer organizations
visible to the service provider, and the aspects of the
service provider organizations visible to the service
consumer." Ref 3.2.3, Figure 3.4
C. Correct. The 'band of visibility' "is the sum of
the aspects of the service consumer
organizations visible to the service provider, and
the aspects of the service provider organizations
visible to the service consumer." Ref 3.2.3, Figure
3.4
D. Incorrect. Visibility is unrelated to contract
timelines. It is "the sum of the aspects of the service
consumer organizations visible to the service
provider, and the aspects of the service provider
organizations visible to the service consumer." Ref
3.2.3, Figure 3.4

A. Correct. The 'typical focus' of the 'basic
relationship' is 'support and efficiency'. Ref 3.2.2,
Table 3.1
B. Incorrect. The 'typical focus' of the 'cooperative
relationship' is "improvement and effectiveness".
Ref 3.2.2, Table 3.1
C. Incorrect. The ‘typical focus‘ of the ‘collaborative
relationship‘ is "innovation and growth". Ref 3.2.2,
Table 3.1
D. Incorrect. A ‘partner relationship’ is another name
for 'collaborative' and its focus is 'Innovation and
growth', not support and efficiency. Ref 3.2.2, Table
3.1

A. Incorrect. 'Organizations' constitute one of the
Four Dimensions of Product and Service
Management. Ref 2.1, Figure 1.4
B. Incorrect. The sponsor "is the role that authorizes
budget for service consumption." Ref 3.2.1.1
C. Correct. The 'customer' "is the role that
defines the requirements for products and
services and takes responsibility for the
outcomes of service consumption." Ref 3.2.1.1
D. Incorrect. The service provider takes
responsibility for the output of the goods and
services, not the outcomes. Ref 3.1.1.1

A. Incorrect. The opposite is true: "Digital services
are always based on digital products. Products
provide capabilities, while service offerings describe
the potential value they offer to customers." Ref
3.1.2
B. Correct. "Digital services are always based on
digital products. Products provide capabilities,
while service offerings describe the potential
value they offer to customers." Ref 3.1.2
C. Incorrect. They are interdependent, not
independent: "Digital services are always based on
digital products. Products provide capabilities, while
service offerings describe the potential value they
offer to customers." Ref 3.1.2
D. Incorrect. Service actions are a separate concept.
They are "actions performed by a service provider or
jointly by a service provider and a service consumer.
Fulfilment of service requests is a common form of
service actions." Ref 3.1.2

A. Incorrect. “Number and impact of incidents and
performance deviations.” is a key metric of success
in the ‘operate’ activity. Ref 4.7.2, Table 4.6
B. Correct. The key metrics of the ‘acquire’
activity are “Quality of the resources and
services; acquire cycle time; adherence to the
product roadmap and other relevant guidelines;
stakeholder satisfaction with the ‘acquire’ activity, timelines, and acquired resources.” Ref
4.4.2, Table 4.3
C. Incorrect. “Service performance against the
agreed SLA targets.” is a key metric of success in the
‘deliver’ activity. Ref 4.8.2, Table 4.7
D. Incorrect. Negative impact of the incidents on
users is processed in the ‘support’ activity. Ref 4.9.3

A. Incorrect. This is the definition of service offering:
"a formal description of one or more services
designed to address the needs of a target consumer
group. A service offering may include goods, access
to resources, and service action." Ref 3.1.2
B. Incorrect. This is the definition of access to
resources: " the service consumer gains access to
the service provider’s resources and uses them
according to the agreed terms and conditions." Ref
3.1.2
C. Correct. "Digital products are a combination of
an organization’s resources based on digital
technology and designed to offer value to
consumers.” Ref 4.5.1
D. Incorrect. This is the definition of service actions:
"actions performed by a service provider or jointly
by a service provider and a service consumer." Ref
3.1.2

D. Correct. This is not a step in value stream
mapping. “Value stream mapping includes the
following steps: value stream identification;
mapping of the ‘as-is’ value stream; analysing the
value stream; mapping a ‘to-be’ value stream;
planning and implementing improvements.” An
Organization’s purpose is a general term
describing “what an organization does for its
consumers and other stakeholders and why” Ref
6.3, Glossary

A. Correct. “Each improvement initiative should
support the organization’s goals and objectives.
The first step of the ITIL Continual Improvement
Model is to define the vision of the initiative.
This provides context for all subsequent
decisions and links individual actions to the
organization’s vision for the future.” Ref 5.6.1.1
B. Incorrect. In the "Where are we now" step of the
ITIL Continual Improvement Model, the organization
assesses existing products and services. “Depending
on the scope of improvement, this may be an
assessment of existing products and services,
including user perception of value received, people’s
competencies and skills, involved workflows,
available information, and the capabilities of the
available technological solutions.” Ref 5.6.1.2
C. Incorrect. In the ‘take action’ step of the ITIL
Continual Improvement Model, “the plan for the
improvement is acted upon. Agreed actions and
experiments can be conducted as a sequence,
simultaneously, or independently.” Ref 5.6.1.5
D. Incorrect. In the ‘where do we want to be’, step of
the ITIL Continual Improvement Model, the
organization defines (Point B), “the target state for
the next step of the journey” and what it “should
look like. A journey step cannot be mapped out if
the destination, or at least the direction, is not clear.”
Ref 5.6.1.3

A. Incorrect. Capability assessment and
development contains a “description of the
capability levels according to ITIL Maturity Model;
capability criteria for the practice; recommendations
for self-assessment of the practice capability level”
Ref 5.5.1, Table 5.3
B. Incorrect. ‘General information’ covers “purpose
and description; key terms and concepts; scope;
practice success factors; key metrics” Ref 5.5.1, Table
5.3
C. Correct. The ‘organizations and people’ aspect
of an ITIL Official Practice Guide describes “roles,
competencies, and responsibilities” as well as
“organizational solutions and teams (specific to
the practice)” Ref 5.5.1, Table 5.3
D. Incorrect. ‘partners and suppliers’ covers
“dependencies of the practice on third parties” and
“support from third parties.” Ref 5.5.1, Table 5.3

B. Correct. ‘Management practice’ “is a set of
organizational resources and capabilities
designed and adopted for performing work or
accomplishing an objective.” Ref 5.5

A. Incorrect. ’Financial strategy’ is part of the ‘acquire’
activity, the “supplier management, service financial
management, and IT asset management.” Ref 4.4.2
B. Correct. An ‘operating model’ is “A conceptual
and/or visual representation of how an
organization co-creates value with its customers
and other stakeholders, as well as how the
organization runs itself.” Ref 5.4.1
C. Incorrect. ‘A ‘value chain’ is an “entire set of
activities that enables value through the provision of
a product or service” while an ‘operating model’ “is a
conceptual and/or visual representation of how an
organization co-creates value with its customers and
other stakeholders, as well as how the organization
runs itself.” Ref 2.3.1, 5.4.1
D. Incorrect. An ‘operating model’ is a “conceptual
and/or visual representation of how an organization
co-creates value with its customers and other
stakeholders, as well as how the organization runs
itself.” Ref 5.4.1

A. Incorrect. ‘Value stream’ is a term for “a series of
steps that an organization uses to create and deliver
products and services to a service consumer.” Ref
2.3.1
B. Incorrect. The ‘Value chain’ enables and supports
the value streams, in addition, “continual
improvement of value streams is achieved indirectly
by improving the value chain and the management
practices.” Ref 6.4
C. Incorrect. The operating model is a “conceptual
and/or visual representation of how an organization
co-creates value with its customers and other
stakeholders, as well as how the organization runs
itself.” Ref 5.4.1
D. Correct. An organization’s purpose is “what an
organization does for its consumers and other
stakeholders and why.” Ref 5.4.1

A. Correct. A digital service is "a service that fully
or largely relies on digital products." Ref 3.1.2
B. Incorrect. This resembles the digital product
definition: "Digital product is a combination of an
organization’s resources based on digital technology
and designed to offer value to consumers." Ref 3.1.2
C. Incorrect. Transfer of goods is a form of service
interaction: "examples include delivery of goods,
user training, consultations, and so on. This form of service interaction is very common in several
industries such as hospitality, education, transport,
and many others." Ref 3.1.2
D. Incorrect. A service catalogue is not a service. It
can be part of service catalogue management Ref
Glossary

A. Incorrect. ’Strategic fit’ “of the organization’s
products and service offerings” is a success metric of
‘discover’ activity. Ref 4.2.2, Table 4.1
B. Incorrect. Market relevance is a success metric of
‘discover’ activity: “market relevance of the products
and service offerings; stakeholder satisfaction with
products and service offerings; commercial success
of the products (if applicable).” Ref 4.2.2. Table 4.1
C. Correct. “Service performance against the
agreed SLA targets” is a key metric of the
‘deliver’ activity. The key metrics of success of
the ‘discover’ activity are: “Strategic fit of the
organization’s products and service offerings;
market relevance of the products and service
offerings; stakeholder satisfaction with products
and service offerings; commercial success of the
products (if applicable).” Ref 4.8.2, Table 4.7,
4.2.2, Table 4.1
D. Incorrect. ‘Stakeholder satisfaction’ “with products
and service offerings” is one of the success metrics
of ‘discover’ activity. Ref 4.2.2, Table 4.1

A. Correct. “Every organization is directed by a
governing body: a person or group of people who
are accountable at the highest level for the
performance and compliance of the
organization.” Ref 5.3.1

A. Correct. “In addition to being aware of the ITIL
Guiding Principles, it is important to recognize
that they interact with and depend upon each
other. For example, if an organization is
committed to progressing iteratively with
feedback, it should also think and work
holistically to ensure that each iteration of an
improvement includes all the elements
necessary to deliver real results. Similarly,
making use of appropriate feedback is key to
collaboration, and focusing on what will truly be
valuable to the customer makes it easier to keep
things simple and practical.” Ref 5.2.8
B. Incorrect. ”Organizations should not use just one
or two of the principles but should consider the
relevance of each of them and how they
complement each other. There is no particular order
or hierarchy of these principles; they are equally
important for the ITIL VS.” Ref 5.2.8
C. Incorrect. Principles do not follow a strict order.
”Organizations should not use just one or two of the
principles but should consider the relevance of each
of them and how they complement each other.
There is no particular order or hierarchy of these
principles; they are equally important for the ITIL
VS.” Ref 5.2.8
D. Incorrect. ”Organizations should not use just one
or two of the principles but should consider the
relevance of each of them and how they
complement each other. There is no particular order
or hierarchy of these principles; they are equally
important for the ITIL VS.” Ref 5.2.8

B. Correct. “Trying to provide a solution for every
exception will often lead to over-complication.
When creating a product or a practice, designers
need to think about exceptions, but they cannot
cover them all. Instead, they should design rules
that can be used to handle exceptions
generally.” Ref 5.2.6

A. Incorrect. While it is not necessary for all
stakeholder opinions to agree, it is significant to
work “effectively with others, coordinating tasks,
managing conflict within a group, sharing ideas, and
respecting diverse opinions.” Also, ‘feedback’ which
“is information about stakeholder reactions and
opinions, which is used as a basis for improvement”
cannot be uniform. Ref 2.2.4, 5.2.3.1
B. Correct. Faster response to customer needs is
one of the benefits of embedding feedback
loops. “Working in a timeboxed, iterative
manner with feedback loops embedded into the
workflow allows for: […] faster responses to
customer and business needs” Ref 5.2.3.2
C. Incorrect. Earlier detection of issues is one of the
benefits of embedding feedback loops. Working in
timeboxed iterations with feedback loops enables
flexibility, quicker responses to needs, early failure
detection, and improved overall quality. ”Working in
a timeboxed, iterative manner with feedback loops
embedded into the workflow allows for: […] the
ability to detect and respond to failures earlier” Ref
5.2.3.2
D. Incorrect. Changes in priorities are common when
progressing iteratively with feedback and while “the
iteration is being undertaken, circumstances can
change, new priorities can arise, and the need for
the iteration may be altered or even eliminated.
Seeking and using feedback before, throughout, and
after each iteration will ensure that actions are
focused and appropriate, even in changing
circumstances.” And it is the role of leadership to
“focus on value by being prepared to adjust
priorities and stay aligned with the overall vision” Ref
5.2.3.1, 2.2.2

A. Incorrect. The concept of collaboration is
unrelated to the ‘start where you are’ principle.
“Collaboration that leads to real accomplishment
requires information, understanding, and trust.
Work and its results should be made visible, hidden
agendas should be avoided, and information should
be shared to the greatest degree possible.” Ref 5.2.4
B. Incorrect. Overcomplexity of solutions is dealt
with in the ‘keep it simple and practical’ principle,
not in ‘start where you are’. ”To avoid the ‘build trap’
when more and more features are built,
overcomplicating the products, organizations should
stay focused on value and keep their products and
services simple and practical.” Ref 5.2.6
C. Incorrect. This has to do with the ‘progress
iteratively with feedback’ principle which states that
“Seeking and using feedback before, throughout,
and after each iteration will ensure that actions are
focused and appropriate, even in changing
circumstances.” Ref 5.2.3.1
D. Correct. When improving products or services,
starting over completely is rarely wise. The
approach of completely removing what has been
done “can be extremely wasteful, not only in
terms of time, but also in terms of the loss of existing capabilities, competencies, people, and
tools that could have significant value in the
improvement effort. Do not start over without
first considering what is already available to be
leveraged.” Ref 5.2.2

A. Correct. The ‘focus on value’ principle
stipulates that all “activities conducted by the organization should link back, directly or
indirectly, to value for itself, its customers, and
other stakeholders.” Ref 5.2.1
B. Incorrect. Focusing solely on revenue is too
narrow because financial gain is only one dimension
of value. ‘focus on value’ stresses that value also
includes outcomes like customer satisfaction,
loyalty, reduced cost, and long-term opportunities,
not just monetary profits. Different stakeholders
may have a different value definition. “This value
may come in various forms, such as revenue,
customer loyalty, lower cost, or growth
opportunities.” Ref 5.2.1
C. Incorrect. While employee satisfaction is
important for overall success, it is an enabler rather
than the ultimate value outcome. It is a contributing
factor but not the overarching focus of
organizational activities. Additionally, it is the role of
leadership to “engage, inspire, and motivate people
by behaving with integrity to generate respect and
empower employees”
Ref 2.2.2
D. Incorrect. Market dominance may contribute to
value but is not the universal measure of success.
‘focus on value’ encourages creating value for
stakeholders through outcomes like revenue,
loyalty, reduced cost, or growth opportunities. “All
activities conducted by the organization should link
back, directly or indirectly, to value for itself, its
customers, and other stakeholders.” Ref 5.2.1

A. Incorrect. “The ‘value streams and processes’
dimension addresses organizational and cross
organizational workflows, focusing on what activities
the organization undertakes and how they are
organized to enable value for stakeholders
effectively and efficiently.” Ref 2.3
B. Incorrect. “The ‘information and technology’
dimension addresses data, information, and
technologies used in digital products and services,
as well as those used as part of the organization’s
product and service management systems.” Ref 2.4
C. Correct. “The ‘partners and suppliers’
dimension encompasses an organization’s
relationships with other organizations that are
involved in the discovery, design, build,
transition, operation, delivery, support, and/or
continual improvement of products and
services.” Ref 2.5
D. Incorrect. The ‘organizations and people’
dimension focuses on the human and cultural
aspects of service management. It ensures “that the
way an organization is structured and managed, as
well as its roles, responsibilities, and systems of
authority and communication, are well defined and
support its overall strategy and operating model.”
Ref 2.2

D. Correct. “The ‘information and technology’
dimension addresses data, information, and
technologies used in digital products and
services, as well as those used as part of the
organization’s product and service management
systems.”

A. Incorrect. The ‘partners and suppliers’ dimension
“encompasses an organization’s relationships with
other organizations that are involved in the
discovery, design, build, transition, operation,
delivery, support, and/or continual improvement of
products and services. It also incorporates contracts
and other agreements between the organization
and its partners or suppliers.” Ref 2.5
B. Incorrect. The ‘information and technology’
dimension “addresses data, information, and
technologies used in digital products and services,
as well as those used as part of the organization’s
product and service management systems.” Ref 2.4
C. Incorrect. The ‘organizations and people’
dimension ensures that an organization’s “roles,
responsibilities, and systems of authority and
communication, are well defined and support its
overall strategy and operating model.”. It also
ensures “the way an organization is structured and
managed […]” Ref 2.2
D. Correct. “The ‘value streams and processes’
dimension address organizational and cross
organizational workflows, focusing on what
activities the organization undertakes and how
they are organized to enable value for
stakeholders effectively and efficiently.” Ref 2.3

A. Incorrect. The ‘partners and suppliers’ dimension
focuses on external relationships and agreements,
not on the internal culture of trust. It “encompasses
an organization’s relationships with other
organizations that are involved in the discovery,
design, build, transition, operation, delivery, support,
and/or continual improvement of products and
services. It also incorporates contracts and other
agreements between the organization and its
partners or suppliers.” Ref 2.5
B. Incorrect. The ‘value streams and processes’
dimension is concerned with workflows and
efficiency. It “addresses organizational and cross
organizational workflows, focusing on what activities
the organization undertakes and how they are
organized to enable value for stakeholders
effectively and efficiently.” Ref 2.3
C. Incorrect. The ‘information and technology’
dimension “addresses data, information, and
technologies used in digital products and services,
as well as those used as part of the organization’s
product and service management systems.”. Ref 2.4
D. Correct. The ‘Organization and people’
dimension is most concerned with establishing a culture of trust. “Digitally enabled organizations
are under pressure to continually improve their
performance under changing market conditions.
[…]. The challenge for these organizations is to
foster an effective set of shared beliefs,
perceptions, and values in relation to risks. This,
in turn, should create a safety culture, and result
in behaviour that is beneficial for all
stakeholders, including the members of the
organization.” Ref 2.2.1

A. Incorrect. Utility is the functionality offered by a
product or service to meet a particular need. “Utility
can be summarized as ‘what the service does’ and
can be used to determine whether a service is ‘fit for
purpose’. To have utility, a service must either
support the performance of the consumer or
remove constraints from the consumer.” Ref 3.2.4
B. Incorrect. Warranty “is the assurance that a
product or service will meet the agreed
requirements. Warranty can be summarized as ‘how
the service performs’ and can be used to determine
whether a service is ‘fit for use’. Warranty typically
addresses such areas as the availability of the
service, its capacity, levels of security, and
continuity.” Ref 3.2.4
C. Incorrect. “User experience (UX) is the sum of
functional and emotional interactions with a service
and service provider as perceived by a service user.”
Ref 3.2.4
D. Correct. “Sustainability requirements may
include responsible sourcing of materials and
components, responsible work and employment
practices, use of clean energy, low carbon
footprint, incorporation of recycled and
recyclable materials, transparent supply chains,
and others. These requirements may originate
from national and international regulations and
standards or be defined in the organization’s
sustainability strategy.” Ref 3.2.4

A. Incorrect. Services do not guarantee all outcomes;
they may support some while hindering others.
“When enabling desired outcomes for service
consumers, services may also prevent or reduce
other desired outcomes or introduce undesired
ones […]. In addition to the intended and anticipated
positive and negative effect on service consumers,
services may have unintended and surprising
outcomes, both positive and negative.” Ref 3.1.1.1
B. Incorrect. Services can mitigate or reduce risks,
but they cannot remove them entirely. Whereas
risks may be “reduced or fully removed from a
consumer by the service […]. In many cases, a
service may only reduce a consumer’s risks, but the
consumer may decide that this reduction is
sufficient to support the value proposition” and,
when “enabling desired outcomes for service
consumers, services may also prevent or reduce
other desired outcomes or introduce undesired
ones […]. In addition to the intended and anticipated
positive and negative effect on service consumers,
services may have unintended and surprising
outcomes, both positive and negative.” Ref 3.1.1.3,
3.1.1.1
C. Incorrect. Services may lead to both “positive and
negative” effects, so outcomes are not always
positive. “In addition to the intended and anticipated
positive and negative effect on service consumers,
services may have unintended and surprising
outcomes” Ref 3.1.1.1
D. Correct. “When enabling desired outcomes for
service consumers, services may also prevent or
reduce other desired outcomes or introduce
undesired ones […]. In addition to the intended
and anticipated positive and negative effect on
service consumers, services may have

A. Incorrect. Operational costs do not concern the
consumer, but the services provided “can introduce
new costs and risks [...] Services are perceived by
service consumers as valuable only when they have
more positive effects than negative.” Ref 3.1.1
B. Incorrect. “Service providers help their consumers
to achieve outcomes, and in doing so, take on some
of the associated costs and risks. Service providers
are usually specialized in specific types of services.”and hence, the number of providers is not
significant for the consumer. Ref 3.1.1
C. Correct. “[...] services can introduce new costs
and risks, and in some cases, they can negatively
affect some of the intended outcomes, while
supporting others. Services are perceived by
service consumers as valuable only when they
have more positive effects than negative.” Ref
3.1.1
D. Incorrect. The amount of money invested in
resources by a service provider is unrelated to the
consumer’s assessment of value. “The value for the
service consumer(s) […] is defined by their own
needs; is achieved through the support of intended
outcomes and optimization of the service
consumer’s costs and risks; is subjective and
influenced by the service experience; changes over
time and in different circumstances.” Ref 5.2.1.1

A. Incorrect. “Transfer of goods: some services
include transfer of goods from a service provider to
a service consumer. In case of digital services, this is
a rare but possible form of service interaction.
Examples include transfer of equipment or
consumables.” Assisting a user to configure a laptop
is an example of service action, not an example of
transferring goods. Ref 3.1.2
B. Correct. Service actions are actions
“performed by a service provider or jointly by a
service provider and a service consumer.
Fulfilment of service requests is a common form
of service actions. Other examples include
delivery of goods, user training, consultations,
and so on.” In this case, the service provider
team has taken an action by assisting the user.
Ref 3.1.2
C. Incorrect. ”Sustainability is the assurance that a
product or service meets and will continue to meet
the requirements for environmental stewardship,
social progress, and economic growth.” Ref 3.2.4
D. Incorrect. “Access to resources: the service
consumer gains access to the service provider’s
resources and uses them according to the agreed
terms and conditions.”. Ref 3.1.2

A. Incorrect. “Warranty is the assurance that a
product or service will meet the agreed
requirements” and is unrelated to granting
permission to an employee. Ref 3.2.4
B. Incorrect. Transferring goods usually entails the
transfer of “goods from a service provider to a
service consumer. In the case of digital services, this
is a rare but possible form of service interaction.”
Permission to use a platform is not the transfer of
goods. Ref 3.1.2
C. Incorrect. Utility “is the functionality offered by a
product or service to meet a particular need. Utility
can be summarized as ‘what the service does’ and
can be used to determine whether a service is ‘fit for
purpose’.” Ref 3.2.4
D. Correct. “The service consumer gains access to
the service provider’s resources and uses them
according to the agreed terms and conditions.”
In this case, the employee is granted permission
to use the ‘resource’ of the file sharing platform.
Ref 3.1.2