ITIL 4 Foundation Practice Exam

What differentiates an output from an outcome?

1. An output is always a tangible deliverable

2. An outcome is a measurement of success

3. An output can be tangible or intangible

4. Outcomes are strictly related to financial performance

The correct answer is: An output can be tangible or intangible

The distinction between output and outcome in the context of ITIL is crucial for understanding how services create value. An output refers to the specific deliverables produced by a service or process, which can indeed be either tangible or intangible. Tangible outputs are physical items or products, such as hardware or documentation, while intangible outputs might include reports or analysis that don't have a physical form but still deliver value. In contrast, outcomes focus on the results that arise from utilizing those outputs. They involve the impact or effect of the service on the organization and its stakeholders. Thus, while outputs are the direct products or services delivered, outcomes represent the broader value or achievement accomplished as a result of those outputs. The other options reflect misunderstandings about this relationship: for instance, while it is true that an output can be a tangible deliverable, it is not limited to this as outputs can also be intangible. The notion that an outcome is merely a measurement of success does not fully encapsulate the idea of outcome either; it's more about the overall result rather than just a metric. Lastly, the claim that outcomes are strictly related to financial performance misrepresents them, as outcomes can also include customer satisfaction, operational efficiency, and other non-financial benefits. Understanding that outputs can