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PeopleCert ITIL4-DPI Exam - Topic 3 Question 16 Discussion

When planning a new service, which three factors should be considered when defining the value that the service will create?
C) Cost, risks, and outcomes
A) Efficiency, effectiveness, and outcomes
B) Measures, methods, and metrics
D) Goals, success factors, and key performance indicators

PeopleCert ITIL4-DPI Exam - Topic 3 Question 16 Discussion

Actual exam question for PeopleCert's ITIL4-DPI exam
Question #: 16
Topic #: 3
[All ITIL4-DPI Questions]

When planning a new service, which three factors should be considered when defining the value that the service will create?

Show Suggested Answer Hide Answer
Suggested Answer: C

The DPI guidance highlights that value is defined by outcomes achieved, costs optimized, and risks reduced. When creating a new service, organizations must assess:

Costs (resources required to deliver the service),

Risks (potential threats to performance and adoption),

Outcomes (the results and benefits expected).

This reflects the ITIL service value system's definition of co-creating value between provider and consumer.

(Reference: ITIL 4 Strategist DPI, section on 'Value creation and value drivers')


by Dominic at Jun 22, 2026, 01:01 PM

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Mable
2 days ago
Wait, are we sure C is the best choice? Seems off.
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Maybelle
7 days ago
Totally agree with D, KPIs are crucial!
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Peggy
12 days ago
I think A is spot on! Efficiency matters.
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Keva
17 days ago
I’m torn between A and D. I know we discussed efficiency and effectiveness a lot, but I also remember KPIs being crucial in measuring value.
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Cherilyn
22 days ago
I keep thinking about success factors and KPIs from our last module, so D seems familiar. But I’m not confident if they’re the main factors for defining value.
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Kiley
28 days ago
I remember a practice question that focused on outcomes and costs, which makes me lean towards C. But I feel like there might be more to it than just those three.
upvoted 0 times
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Johna
1 month ago
I think the factors should relate to how the service performs, so maybe A? But I'm not entirely sure about the specifics of effectiveness versus efficiency.
upvoted 0 times
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