ITIL 4 Foundation Practice Exam

How is availability defined in ITIL 4?

1. The frequency of service interruptions

2. The ability to perform functions when required

3. The amount of time services are online

4. The total number of users accessing services

The correct answer is: The ability to perform functions when required

Availability in ITIL 4 is defined as the ability to perform functions when required. This concept emphasizes that services should be accessible and operational whenever users need them to fulfill their tasks. It encapsulates not just the uptime of services but also their readiness to deliver value to users at the designated times. This definition reflects a broader view of availability than just technical metrics; it encompasses user experience and the readiness of services to support business processes effectively. By focusing on the ability to perform functions, it highlights the importance of aligning IT services with business needs and ensuring they are operational during the agreed-upon timeframes. The other choices, while related to availability, do not capture its full scope. For example, the frequency of service interruptions reflects some aspects of reliability but does not specifically address the concept of 'performance when required.' Similarly, mentioning the amount of time services are online is more about the technical aspect of uptime but does not necessarily speak to the user's ability to perform essential functions when they need to. Lastly, the total number of users accessing services is related to capacity and usage metrics but diverts from the core definition of availability as it pertains to service readiness and functionality at specified times.