ITIL 4 Foundation Practice Exam

What does service management comprise?

1. A set of marketing strategies for selling services

2. A collection of routines for managing customer relationships

3. A set of specialized capabilities for delivering value through services

4. A framework for developing new service products

The correct answer is: A set of specialized capabilities for delivering value through services

The answer C is correct because service management is fundamentally about creating value for customers through the effective delivery and support of services. It involves a collection of specialized capabilities that organizations develop to ensure they can provide consistent, reliable, and quality service to meet customer needs. These capabilities encompass processes, methods, and tools that facilitate the planning, delivery, operation, and continual improvement of services. In contrast, while some aspects of marketing strategies might be part of the larger business context, they do not encapsulate the broader and more operational focus of service management. Similarly, managing customer relationships is an important aspect of business, but it is more about engagement rather than the delivery of service itself. Developing new service products certainly fits into the service lifecycle, but it doesn't capture the full scope of service management as it relates to ongoing service delivery and improvement.