ITIL 4 Foundation Practice Exam

Which of the following best describes IT service management?

1. A focus on minimizing the costs of IT

2. A strategy to maximize the efficiency of staff

3. Management of services based on information technology

4. A plan for increasing the number of IT products

The correct answer is: Management of services based on information technology

IT service management is fundamentally about the management of services that are delivered using information technology. This definition encompasses a wide range of activities, processes, and practices that organizations utilize to design, deliver, manage, and improve the way IT is used to meet business goals. It emphasizes delivering value to customers through effective service delivery and support. In this context, IT service management encompasses the frameworks, such as ITIL, that provide guidelines and best practices for aligning IT services with the needs of the business and ensuring that the services are managed throughout their lifecycle—from planning and design through to delivery and improvement. The focus on the management aspect highlights the importance of governance, performance measurement, and continual improvement in providing high-quality IT services. This holistic approach aims to optimize service delivery, enhance user experience, and support organizational objectives. While minimizing costs, maximizing efficiency, or increasing the number of IT products might be secondary goals or strategies within an organization, they do not encompass the broad and intrinsic nature of IT service management itself. The central theme remains the effective management of technology-based services to provide tangible value and satisfaction in the business context.