ITIL 4 Foundation Practice Exam

What does the term "record" refer to in the context of ITIL?

1. A tool for measuring performance

2. A document that provides evidence of activities performed

3. A summary of stakeholders’ contributions

4. A checklist for project initiation

The correct answer is: A document that provides evidence of activities performed

In the context of ITIL, the term "record" refers to a document that provides evidence of activities performed. This is critical for maintaining a structured approach to service management, as records capture details about incidents, changes, service requests, or any other relevant activities. Such documentation plays a vital role in ensuring transparency, accountability, and traceability within IT operations. It also supports continuous improvement initiatives by allowing organizations to analyze past incidents and decisions to enhance future responses and strategies. While other options may involve important elements of project or service management, they do not accurately represent the specific nature of a "record" in ITIL. A performance measurement tool focuses on assessing metrics, a summary of stakeholders' contributions captures collaborative efforts, and a checklist for project initiation is more about planning than documenting evidence of completed actions. Therefore, the definition that aligns with ITIL principles is that a record serves as a formal means of documenting activities performed, making it essential for efficient and compliant service management.