ITIL 4 Foundation Practice Exam

Which of the following is NOT a component of good service management?

1. Service Optimization

2. Service Accountability

3. Service Cost Control

4. Service Innovation

The correct answer is: Service Cost Control

Service cost control is not typically regarded as a fundamental component of good service management because it focuses primarily on managing and reducing expenses rather than on delivering value and maximizing the quality of services provided. In an effective service management framework, the emphasis is placed on creating value for customers through services, which encompasses various elements such as optimization of service processes, accountability for the quality and performance of services, and continuous innovation to meet evolving customer needs. Service optimization focuses on improving efficiency and effectiveness, ensuring that services are delivered to the highest standards possible. Service accountability establishes clear responsibilities and transparency within the service management process, fostering trust and reliability among stakeholders. Service innovation encourages adapting and evolving services to enhance customer experience and responsiveness to market changes. In summary, while cost control is an important aspect of financial management, it doesn't capture the holistic approach needed in service management, which is fundamentally about delivering value and ensuring quality through various means like optimization, accountability, and innovation.