ITIL 4 Foundation Practice Exam

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How is efficiency defined in the context of IT services?

  1. By the speed of delivery to customers

  2. By the amount of resources utilized in service delivery

  3. By customer satisfaction scores

  4. By the number of processes automated

The correct answer is: By the amount of resources utilized in service delivery

Efficiency in the context of IT services refers to how well resources are used during service delivery. It focuses on maximizing the output while minimizing the input, which includes the optimal use of people, technology, and processes to achieve desired outcomes. In this sense, it is not just about how fast a service is delivered but rather about utilizing resources prudently to ensure that the service is delivered effectively without unnecessary waste. This concept emphasizes the importance of resource management within service delivery, which is crucial for organizations aiming to optimize their operations. While other aspects such as speed, customer satisfaction, and automation contribute to overall performance, they do not fundamentally define efficiency in the same way that resource utilization does. Hence, in the context of IT services, efficiency is best defined by the amount of resources utilized in service delivery.

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