ITIL 4 Foundation Practice Exam

What is the expected result of effective service management?

1. Improved service delivery and customer satisfaction

2. Increased costs for service implementation

3. Reduced team collaboration

4. Delays in service provisioning

The correct answer is: Improved service delivery and customer satisfaction

Effective service management aims to align IT services with the needs of the business and its customers. One of the primary outcomes is improved service delivery, which entails providing services that meet or exceed expectations in terms of quality and efficiency. This enhanced delivery naturally leads to higher customer satisfaction, as stakeholders feel their needs are being met effectively. When service management practices are implemented successfully, they create structured processes that facilitate the timely and reliable delivery of services, thereby fostering a positive relationship with customers. Also, with a focus on continual improvement and assessing service performance, organizations are better equipped to adapt to changing requirements, leading to sustained satisfaction. In contrast to the correct response, options mentioning increased costs, reduced collaboration, or delays in service provisioning do not align with the goals of effective service management. Instead, effective service management endeavors to optimize operations, enhance collaboration across teams, and streamline processes to minimize disruptions and unnecessary expenditures.