ITIL 4 Foundation Practice Exam

What does effectiveness measure in a practice or service?

1. The cost involved in delivering a service

2. Whether objectives have been achieved

3. The number of services offered

4. The quality of customer feedback

The correct answer is: Whether objectives have been achieved

Effectiveness in a practice or service primarily assesses whether the objectives that were set out to be achieved have indeed been accomplished. This concept is fundamental in ITIL, where the alignment of services and practices with business goals is essential. Effectiveness indicates how well a service or process satisfies its intended outcomes and fulfills the requirements of stakeholders. When a service or practice is deemed effective, it demonstrates that it has delivered the expected results, meeting the needs of the users and contributing positively to the organization’s goals. This alignment with objectives is critical for ensuring that resources are utilized efficiently and that services drive value. In contrast, measuring cost, the number of services offered, or the quality of customer feedback involves aspects of performance, efficiency, or satisfaction, rather than directly addressing whether the defined objectives have been met. Hence, understanding effectiveness as a metric focuses on the achievement of targeted results rather than peripheral or ancillary factors related to service delivery.