# Quiz — Lesson 1: What is IT service management?

1. (In-video quiz) What must a service deliver?
   A. Cheaper technology
   B. Outcomes customers want, without costs and risks
   C. Faster servers
2. In the official ITIL 4 definition, a service delivers outcomes — without making the customer manage what two things?
3. Name the three ingredients that work together in IT service management: people, processes, and what else?
4. The ITIL 4 framework describes ITSM with how many dimensions? Name one.
5. Scenario: A hospital's electronic patient-record system is slow every morning at 8 a.m., and nurses keep handwritten notes as a backup. Is the problem here mostly the technology, or the service management around it? Explain in one sentence.

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## Answer key

1. B — outcomes customers want, without costs and risks. (Cheaper technology or faster servers are means, not the point; the outcome is what the customer feels.)
2. Costs and risks.
3. Technology.
4. Four: people and organization; information and technology; partners and suppliers; value streams and processes.
5. The service management around it — the technology exists, but the service is not reliably delivering the outcome the users need (fast, available patient records).