ITIL 4 Foundation Practice Exam

What defines the success of the service completion according to ITIL 4?

1. User satisfaction and feedback

2. Timely service delivery only

3. Cost-effectiveness of the service

4. Compliance with regulations

The correct answer is: User satisfaction and feedback

In ITIL 4, the success of service completion is primarily defined by user satisfaction and feedback. This focus stems from the service value system, which emphasizes that the ultimate goal of service management is to create value for customers. User satisfaction reflects the customer’s experience with the service, indicating whether their needs and expectations have been met. It encompasses various aspects including the quality of the service provided, the effectiveness, and the overall user experience. While timely service delivery, cost-effectiveness, and compliance with regulations are important aspects of service management and can contribute to overall performance and satisfaction, they do not solely define the success of service completion. Timely delivery ensures that services are available when needed, but if users are not satisfied with the service's quality or outcomes, simply being on time would not indicate success. Cost-effectiveness addresses the financial aspect of service provision, important for organizational health, but not directly linked to user sentiment. Compliance with regulations ensures that services adhere to required standards, but, again, this does not necessarily translate into user satisfaction, which is the primary measure of success in a customer-centric framework like ITIL 4. Therefore, focusing on user satisfaction and feedback resonates with the broader goal of ITIL 4 to deliver services that enhance