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Which practice coordinates the classification, ownership and communication of service requests and incidents?
Which ITIL guiding principle recommends using existing services, processes and tools when improving services?
Which statement about the 'continual improvement' practice is CORRECT?
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
Which is a result of applying the guiding principle 'progress iteratively with feedback'?
What is MOST LIKELY to be handled as a service request?
Which describes a CORRECT approach to change authorization?
Which joint activity performed by a service provider and service consumer ensures continual value co-creation?
Which competencies are required by the 'service level management' practice?
Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

Question 480 - ITILFND-V4 discussion

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Which statement about outcomes is CORRECT?

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

Explanation:

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/

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asked 18/09/2024
John Gevers
26 questions
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