ITIL 4 Foundation Practice Exam

What does 'capability' refer to in a service management context?

1. The ability to develop software

2. The capacity of an organization to train staff

3. An organization’s ability to perform an activity

4. The potential for a business to grow

The correct answer is: An organization’s ability to perform an activity

In a service management context, 'capability' refers to an organization's ability to perform an activity effectively. This encompasses the skills, knowledge, resources, and processes that an organization employs to deliver services, ensure quality, and achieve desired outcomes. Capability is critical for delivering consistent and reliable services aligned with customer and business needs. Focusing on the other options, the ability to develop software is a specific type of capability, but it does not represent the broad concept of 'capability' itself. Similarly, the capacity of an organization to train staff pertains to a specific function and does not capture the wide range of competencies and activities that define overall organizational capability. Lastly, while potential for a business to grow is important for strategic planning and development, it does not directly relate to the operational competencies that are intrinsic to service management. By understanding that capability encompasses a broad ability to execute activities within service management, one can appreciate the emphasis on developing and optimizing these capabilities to enhance service delivery and align with overall business objectives.