ITIL 4 Foundation Practice Exam

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What does the term utility refer to in ITIL?

The assurance that service meets agreed requirements
The functionality offered by a product or service
The specific outcomes of service delivery
The actual resources needed to deliver services

The correct answer is: The functionality offered by a product or service

In ITIL, the term utility refers specifically to the functionality offered by a product or service. It is about what the service does and the features it provides that enable the customer to achieve their desired outcomes. Utility is a critical component of service design and delivery, as it directly impacts how well a service meets the needs of its users. Utility ensures that services are fit for purpose, meaning they are designed and executed to deliver the value that customers expect. It addresses the idea of "what" the service can do for clients — the benefits they derive from utilizing the service's features. Understanding utility helps organizations focus not only on delivering the service but also on ensuring that the service has the right attributes and capabilities to fulfill users' requirements effectively.