ITIL 4 Foundation Practice Exam

What term refers to a tangible or intangible deliverable of an activity?

1. Output

2. Outcome

3. Utility

4. Warranty

The correct answer is: Output

The term that refers to a tangible or intangible deliverable of an activity is "output." In the context of ITIL, an output is the result of a specific activity or process and can take the form of a service, document, report, or any other deliverable generated through a defined process. Outputs can be quantified and are usually directly associated with the completion of a task or set of tasks. Understanding the distinction between output and other related terms is essential. For example, outcomes refer to the result of consuming an output, focusing on the benefits or changes that occur as a result of using that output. Utility pertains to the functionality that meets a customer's needs, while warranty relates to the assurance that a service will meet agreed-upon requirements in terms of availability, capacity, continuity, and security. Thus, recognizing outputs as the tangible or intangible deliverables generated during a process is crucial in IT service management, as it helps in measuring the effectiveness and efficiency of the services provided.