Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What is meant by ‘service utility’?

1. The delivery of service guarantees

2. The functionality offered by a service

3. The ability of a service to meet customer needs

4. The definition of service level requirements

The correct answer is: The functionality offered by a service

Service utility refers to the functionality offered by a service. This concept is fundamental in ITIL, as it highlights how well a service can perform specific tasks or functions that are intended to create value for the customer. Essentially, service utility describes what the service does and the features that enable it to fulfill its intended purpose. When focusing on service utility, it is important to understand that it encompasses the capabilities that directly contribute to meeting business needs and achieving desired outcomes. This aligns with the ITIL perspective on value creation, as utility ensures that the service delivers essential functionalities that users require. While other concepts like service warranties, customer needs, and service level requirements are relevant in the broader framework of service management, they pertain to different aspects of service delivery and performance. Service utility is specifically about the intrinsic value and functionalities that a service provides, making it the correct choice in this context.