ITIL 4 Foundation Practice Exam

What is governance in an ITIL context?

1. The means by which an organization is directed and controlled

2. The policies used for service management

3. The financial metrics applied to services

4. The technological infrastructure of an organization

The correct answer is: The means by which an organization is directed and controlled

In an ITIL context, governance refers to the means by which an organization is directed and controlled. This encompasses the frameworks, policies, and processes that guide decision-making and behavior within the organization. Governance ensures that there is alignment between the organization’s goals, its service strategies, and compliance with regulatory requirements. It involves oversight and accountability structures that help ensure that resources are used effectively and that services are delivered in a way that meets both business needs and stakeholder expectations. While policies and financial metrics are important components of service management, they fall under the broader umbrella of governance. Policies contribute to governance by providing the necessary guidelines for decision-making and service delivery, while financial metrics are tools for assessing the value and performance of services but do not define governance itself. The technological infrastructure, although essential for enabling service delivery, also does not encapsulate what governance means in an ITIL context; rather, it supports the processes that governance helps to establish and regulate.