ITIL 4 Foundation Practice Exam

What role is accountable for the delivery of a specific service?

1. Service Level Manager

2. Service Owner

3. Service Desk Agent

4. Service Provider

The correct answer is: Service Owner

The role accountable for the delivery of a specific service is the Service Owner. This individual holds overall responsibility for ensuring that the service meets the needs of the business and its customers. This includes managing the lifecycle of the service, which encompasses design, transition, operation, and continual improvement. The Service Owner acts as a key stakeholder in decisions regarding the service, facilitating communication between various teams and ensuring that the service aligns with business objectives. They are privy to the service's performance metrics and user feedback, which allows them to implement necessary changes and improvements to enhance service quality. While other roles are relevant in the context of service delivery, such as the Service Level Manager, who focuses on defining and managing service-level agreements, or the Service Desk Agent, who provides support and communicates with users, these roles do not carry the same level of overall accountability for the service itself. The Service Provider indicates the organization responsible for delivering services but is not specifically accountable for individual services in the same way the Service Owner is.