ITIL 4 Foundation Practice Exam

Which activity ensures services are delivered according to specifications?

1. Plan and improve

2. Deliver and support

3. Engage customers

4. Identify stakeholders

The correct answer is: Deliver and support

The activity that ensures services are delivered according to specifications is indeed focused on delivering and supporting services. This aspect encompasses the ongoing operations required to manage and maintain services, ensuring that they meet defined criteria and user expectations. It involves closely monitoring service performance, addressing issues as they arise, and making necessary adjustments to align service output with agreed-upon standards. In contrast, the other activities mentioned do not directly ensure adherence to service specifications. For instance, planning and improving is primarily about setting future direction and enhancing services over time rather than the day-to-day operations of service delivery. Engaging customers focuses on understanding their needs and expectations, which is essential but does not directly impact the actual delivery of services. Identifying stakeholders is crucial for mapping out who needs to be considered in service management processes, but again, it does not involve the actual provision and support of services according to specifications.