Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following best describes a supporting service?

1. A service that is delivered between departments or business units

2. A service that is delivered to external customers

3. A service that is not directly used by the business, but is required to provide the overall service

4. A service that is provided by an internal service provider

The correct answer is: A service that is not directly used by the business, but is required to provide the overall service

The best description of a supporting service is one that outlines services not directly utilized by the business but essential for the overall provision of services. Supporting services play a crucial role in the background, ensuring that core services can operate effectively. While businesses may not interact with these services daily, they rely on them to maintain functionality and performance. For instance, think of IT infrastructure services, maintenance services, or security services that might not be front-facing but are pivotal for enabling primary business operations. Other choices, while related to service delivery, do not capture the essence of what a supporting service represents. For example, a service delivered between departments or business units may refer to operational activities rather than supporting functionalities. Services aimed at external customers highlight direct client interaction, which is distinct from supportive roles. Finally, services provided by internal service providers stress the provider aspect without necessarily indicating their supportive function within the organizational framework. Thus, the definition that aligns best with the concept of supporting services accurately reflects the importance of these services in facilitating the overall service delivery without being directly engaged in the frontline processes.