ITIL 4 Foundation Practice Exam

In the context of ITIL 4, which is the overarching aim of all practices?

1. Maximizing profits for the organization

2. Creating value for stakeholders

3. Ensuring fast delivery of services

4. Improving service efficiency alone

The correct answer is: Creating value for stakeholders

The overarching aim of all practices in ITIL 4 is to create value for stakeholders. This concept is central to the ITIL framework, which emphasizes that every activity, service, and practice should contribute to the creation of value, rather than focusing solely on the organization’s internal gains or operational efficiency. In ITIL 4, value is defined from the perspective of stakeholders—who could be customers, users, sponsors, or anyone impacted by the organization’s services. This aligns with the Service Value System (SVS) approach that integrates various components to ensure coherent organizational objectives. The focus on stakeholder value recognizes that success is not just about profit but also involves meeting the needs and expectations of users and customers, providing them with meaningful outcomes from the services offered. This approach helps build and maintain positive relationships with stakeholders, ensuring that their interests are prioritized, which is critical for long-term success. By aiming for value creation, ITIL 4 encourages organizations to adopt a holistic view that encompasses the quality of services, user satisfaction, and alignment with overall business goals. This allows for a more sustainable and responsive service management practice that adapts to the changing needs of stakeholders over time.