ITIL 4 Foundation Practice Exam

What is the definition of an outcome in the context of service management?

1. A measure of service efficiency

2. A tangible product delivered

3. A stakeholder result enabled by outputs

4. A process improvement initiative

The correct answer is: A stakeholder result enabled by outputs

In the context of service management, an outcome is defined as a stakeholder result enabled by outputs. This means that the focus is not just on the activities or products produced (the outputs) but rather on the broader impact those outputs have on stakeholders. Outcomes reflect the value delivered to customers and other stakeholders as a result of utilizing a service. For example, when a company implements a new IT service, the outcome could be improved business performance or enhanced customer satisfaction, which are crucial results that stakeholders experience from the service. This approach emphasizes the importance of understanding how services create value, rather than merely measuring the efficiency of processes or the completion of tasks. Understanding outcomes is essential in service management, as it helps organizations align their services and activities with stakeholder needs and expectations, ensuring that the focus is on delivering meaningful results rather than just outputs or processes.