ITIL 4 Foundation — Question 67

Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

Answer options

• A. utility
• B. warranty
• C. outcomes
• D. outputs

Correct answer: C

Explanation

The correct answer, 'outcomes', refers to the results that customers seek to achieve through the service. 'Utility' and 'outputs' are related concepts but do not capture the essence of customer goals as effectively as 'outcomes'. 'Warranty' pertains to guarantees rather than the results of service use.