B is correct. As per section 2.5.2 of the official ITIL publication
“There are two types of costs involved in a service relationship: costs removed from the consumer by the service…(and) costs imposed on the consumer by the service….BOTH types of cost are considered when the consumer assess the VALUE which they expect to service to create.” As pointed out by julyagumar, D is the definition of value, but that is now what is asked for here. The value proposition also includes the cost savings.
Nobody is saying they know it. The question is not about knowing or not knowing the costs. The questions asks for included costs - no matter if somebody knows them or not.
A is wrong. Additional expenses cannot be included. It is an obvious contradiction.
B is correct. As per section 2.5.2 of the official ITIL publication
“There are two types of costs involved in a service relationship: costs removed from the consumer by the service…(and) costs imposed on the consumer by the service….BOTH types of cost are considered when the consumer assess the VALUE which they expect to service to create.” As pointed out by julyagumar, D is the definition of value, but that is now what is asked for here. The value proposition also includes the cost savings.
costs removed from the consumer by the service (a part of the value proposition). This may include costs of staff, technology, and other resources, which the consumer does not need to provide
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