ITIL 4 Foundation Practice Exam

Which of the following is NOT an element of the Organizations and people service management dimension?

1. Roles and responsibilities

2. Organizational structure

3. Culture

4. Costs and budgets

The correct answer is: Costs and budgets

The option pertaining to costs and budgets is not considered an element of the Organizations and People service management dimension within ITIL 4. This dimension specifically emphasizes how organizational design, roles and responsibilities, and culture impact the effective delivery and consumption of services. Roles and responsibilities refer to the specific tasks assigned to individuals and teams, ensuring clarity in who is accountable for what within an organization. Organizational structure concerns how different teams and functions are arranged and interact, which can significantly influence service management efficacy. Culture encapsulates the shared values and norms within the organization that directly affect behavior, decision-making, and, consequently, service delivery. While costs and budgets are vital for overall management and practicality in any service organization, they fall under the financial management practices rather than the Organizations and People dimension. Thus, recognizing the distinction between resource management aspects and structural or cultural elements is key to understanding service management dimensions effectively.