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Exam 58 All Questions

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Exam 58 topic 1 question 7 discussion

Actual exam question from PEOPLECERT's 58
Question #: 7
Topic #: 1
[All 58 Questions]

What do customer perceptions and business outcomes help to define?

  • A. The value of a service
  • B. Governance
  • C. Total cost of ownership (TCO)
  • D. Key performance indicators (KPIs)
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Suggested Answer: A 🗳️
by Tolusal at Aug. 26, 2025, 7:50 p.m.

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Tolusal
3 months ago
Selected Answer: A
In ITIL, customer perceptions and business outcomes are key components in defining the value of a service. Value is determined by: Utility: What the service does (fit for purpose) Warranty: How well the service performs (fit for use) Customer perception: How the customer experiences the service Business outcomes: The results the service helps the business achieve These elements together help assess whether a service truly delivers value to the customer and the organization.
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