Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which component is a fundamental element of a service definition?

1. Infrastructure used

2. Service outcomes

3. Time to resolve

4. Service teams

The correct answer is: Service outcomes

Service outcomes are a fundamental component of a service definition because they describe the value that the service delivers to users or customers. Essentially, the outcomes reflect what the service aims to achieve and how it meets the needs of stakeholders. By focusing on outcomes, organizations can ensure that the services provided align with customer expectations and contribute to overall business objectives. For instance, when defining a service, it is crucial to articulate the desired results, such as improved efficiency, enhanced customer satisfaction, or cost reduction. This outcomes-focused approach enables better measurement of service performance and provides a clear basis for continuous improvement. The other components, although important, do not capture the essence of a service in the same way. While infrastructure refers to the technical resources used to deliver a service, it does not define what the service is or its intended impact. Time to resolve pertains to service management metrics and operational effectiveness, focusing on the efficiency of service delivery rather than its purpose. Similarly, service teams are vital for delivering the service but do not encompass what the service actually achieves from the customer’s perspective.