Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What is the primary objective of a business case in service management?

1. To offer a simple assessment of the available options

2. To provide a strategic alignment with business goals

3. To justify investment decisions based on costs and benefits

4. To outline operational procedures for service delivery

The correct answer is: To justify investment decisions based on costs and benefits

The primary objective of a business case in service management is to justify investment decisions based on costs and benefits. A business case serves as a comprehensive document that details the rationale for engaging in a particular project or initiative. It evaluates potential financial implications, including both expected costs and anticipated benefits, thereby helping stakeholders make informed decisions. This justification includes an analysis of the return on investment (ROI) and other financial metrics that demonstrate whether the proposed service will provide value to the organization. By focusing on costs and benefits, the business case ensures that resources are allocated efficiently and that investments are aligned with the overall financial strategy of the organization. The other options, while relevant to aspects of service management, do not capture the primary essence of what a business case is intended to achieve. For example, offering a simple assessment of available options does not encompass the deeper financial analysis that a business case requires. Similarly, while strategic alignment with business goals is important, it is one aspect of a broader analysis that ultimately centers on cost and benefit justification. Lastly, outlining operational procedures for service delivery is more about implementation rather than the foundational financial rationale that the business case aims to provide.