PeopleCert · ITIL 4 Foundation
Products, services, and relationships
ITIL 4 Foundation · Lesson 2 of 14 · 8:52
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In this lesson
Prepare for the ITIL 4 Foundation exam. In this lesson: products and service offerings (goods, access to resources, and service actions), service relationships, outputs and outcomes, the costs and risks that a service removes or imposes, and utility and warranty. Includes three original practice questions, with Wrenfield Water, a fictional water company, as the example.
Preview the topics
- Wrenfield’s Smart Home offering includes a leak sensor that the customer keeps, access to an alerts app, and a yearly visit from a technician. In the offering, what is the yearly visit?
- A Wrenfield project delivers a new mobile app for field technicians, and thanks to it, technicians fix leaks twenty percent faster. In ITIL terms, what is fixing leaks faster?
- Wrenfield’s new outage map shows every planned works area, exactly as customers asked, but slows to a crawl when thousands of customers open it during a storm. What is missing?