ITIL 4 Foundation Practice Exam

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What does maintainability refer to in IT services?

The speed of responding to service requests
The ease of repairing or modifying a service
The ability to deliver services consistently
The frequency of service updates

The correct answer is: The ease of repairing or modifying a service

Maintainability in IT services specifically refers to the ease with which a service can be repaired, modified, or enhanced. This aspect is critical because it affects how quickly an organization can respond to issues and adapt services to meet changing business needs. When maintainability is high, it allows for efficient management of service disruptions, minimizes downtime, and ensures that necessary adjustments can be implemented smoothly. This quality is vital for maintaining service continuity and improving services based on user feedback or technological advancements. In contrast, factors such as response speed, service consistency, and update frequency, while all important components of service management, do not directly capture the essence of maintainability. Instead, those factors align more closely with responsiveness, reliability, and service lifecycle management respectively.