ITIL 4 Foundation Practice Exam

What does capacity planning involve?

1. Reviewing customer feedback

2. Creating a plan to manage service resources

3. Developing strategies for marketing

4. Assessing the performance of IT systems

The correct answer is: Creating a plan to manage service resources

Capacity planning involves creating a plan to manage service resources effectively in order to meet current and future demands. This process ensures that an organization has sufficient resources—such as hardware, software, and human resources—available to deliver services at the required levels. It focuses on analyzing and predicting the required capacity needed to handle expected workloads while also taking into account growth and changes in service demands over time. In ITIL 4, capacity planning is a crucial aspect of service management as it directly impacts the performance, reliability, and efficiency of services. By properly managing capacity, organizations can avoid issues such as over-provisioning (which results in wasted resources) and under-provisioning (which leads to service outages or poor user experience). This proactive approach involves forecasting needs based on trends, usage patterns, and strategic objectives, thereby aligning IT resources with business outcomes. The other choices, while relevant to overall service management, do not specifically pertain to capacity planning. Reviewing customer feedback focuses more on service improvement and user satisfaction rather than on resource management. Developing strategies for marketing is unrelated to the operational aspect of service delivery. Assessing the performance of IT systems is important for understanding system efficiency but doesn't encompass the planning aspects necessary for resource allocation and capacity management.