ITIL 4 Foundation Practice Exam

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What would be an example of 'warranty' in IT services?

A service that is free to use
Guaranteeing uptime and performance levels for a service
A marketing promise to increase customer engagement
A basic description of product features

The correct answer is: Guaranteeing uptime and performance levels for a service

The concept of 'warranty' in IT services refers to the assurance that a service will perform as expected, meeting predefined reliability, availability, and performance standards. This is aligned very closely with option B, which specifically mentions guaranteeing uptime and performance levels for a service. In this context, warranty ensures that users can have confidence in the service's consistent functionality and reliability, which is crucial for maintaining customer satisfaction and trust in the service's value. It reflects commitments made by the service provider regarding the ongoing support and reliability of the service delivered. The other options do not encapsulate the essence of warranty. For instance, a service being free to use does not inherently imply any level of service quality or assurance. A marketing promise is subjective and often lacks the formal guarantees that define warranty. Describing product features serves a different purpose by informing customers about what the service can do, rather than assuring its performance and reliability.