ITIL 4 Foundation Practice Exam

What does effectiveness measure in the context of a practice, service, or activity?

1. The speed of implementation

2. The total cost incurred

3. Whether the objectives have been achieved

4. The resources used in the process

The correct answer is: Whether the objectives have been achieved

Effectiveness, in the context of a practice, service, or activity, specifically measures whether the objectives have been achieved. This means evaluating the extent to which a practice or service fulfills its intended goals and delivers the expected outcomes. It assesses the results of actions taken and whether they align with the desired effects. In this framework, success is not only about performing tasks or utilizing resources but primarily about determining if the purpose behind those actions was met. For instance, if a service is designed to improve customer satisfaction, effectiveness would be measured by actual improvements in customer feedback rather than simply how quickly changes were implemented or how much it cost to provide the service. While other aspects such as speed of implementation, cost, and resources used are important for evaluating performance and efficiency, they do not directly reflect the effectiveness of the outcomes. Therefore, focusing on whether objectives have been met is fundamental to understanding the overall success of a practice or service within the ITIL framework.