ITIL 4 Foundation Practice Exam

What is a baseline in IT service management?

1. A set of best practices for service delivery

2. A report that serves as a starting point to assess change

3. A tool for measuring configuration items

4. A document outlining service level agreements

The correct answer is: A report that serves as a starting point to assess change

A baseline in IT service management refers specifically to a report that serves as a starting point to assess change. This definition is crucial because baselines provide an established reference point that helps organizations analyze the impact of changes within their IT environments. By having a baseline, teams can measure current performance against historical data, identify deviations, and ensure that any changes made are effective and beneficial. In this context, a baseline might include metrics related to service availability, performance levels, and user satisfaction at a specific point in time. This allows for clearer understanding and analysis when changes are introduced or when performance tuning is required. The other choices include aspects that are important in IT service management but do not accurately define what a baseline is. Best practices for service delivery and documents outlining service level agreements describe standards and agreements in IT service management, while tools for measuring configuration items focus on configuration management rather than the concept of establishing a reference point for assessing changes.