ITIL 4 Foundation Practice Exam

What activity does sourcing refer to in service management?

1. Planning and obtaining resources from particular source types

2. Providing direct support to service consumers

3. Training staff on service delivery processes

4. Assessing the effectiveness of service offerings

The correct answer is: Planning and obtaining resources from particular source types

Sourcing in service management primarily refers to the activity of planning and acquiring the necessary resources from specific source types. This includes identifying and engaging suppliers or vendors to ensure that the right resources, which can range from technology to human staffing, are available to meet service demand. Understanding sourcing is essential for organizations as it directly influences how services are delivered and managed. In the context of service management, effective sourcing strategies can help an organization optimize costs, improve service quality, and adapt more swiftly to changing business needs. This strategic approach not only involves procuring resources but also encompasses evaluating the appropriateness of those sources for specific service requirements. The other options focus on different aspects of service management that do not encapsulate the full definition of sourcing. Providing direct support to service consumers pertains to service delivery and customer service, while training staff on service delivery processes emphasizes internal capacity building. Assessing the effectiveness of service offerings relates more to service evaluation and improvement, rather than acquiring resources. Thus, while each of these activities is important within service management, they do not accurately define the sourcing activity.