ITIL 4 Foundation Practice Exam

How can utility impact the perception of a service?

1. By reducing the overall cost of the service.

2. By determining whether a service is fit for purpose.

3. By increasing the number of features offered.

4. By making the service more complex.

The correct answer is: By determining whether a service is fit for purpose.

The concept of utility in the context of ITIL 4 refers to the functionality offered by a service to meet the needs of a consumer. When evaluating how utility impacts the perception of a service, it's essential to understand that it plays a crucial role in assessing whether a service is deemed "fit for purpose." This means that utility helps determine if the service can fulfill the specific needs and requirements of the users. When a service is perceived as fit for purpose, it indicates that the service provides value to the consumer by enabling them to achieve their desired outcomes. In this sense, utility is directly tied to the expectations and satisfaction of the users, impacting their overall perception of the service’s effectiveness and relevance to their needs. The other options touch on aspects that may influence service perceptions but do not directly relate to the core idea of utility impacting whether the service meets its intended purpose. For instance, while reducing costs or increasing features could influence customer satisfaction, they do not specifically address the assessment of a service's fundamental capability to provide what users need. Similarly, making a service more complex would generally have a negative impact on user perception rather than improving it. Thus, the most accurate statement about how utility influences perception is that it determines if a service is fit for purpose.