ITIL 4 Foundation Practice Exam

Which best describes a documented way to carry out an activity or process?

1. Policy

2. Procedure

3. Guideline

4. Standard

The correct answer is: Procedure

A documented way to carry out an activity or process is best defined as a procedure. Procedures offer clear, step-by-step instructions on how to perform specific tasks or processes within an organization. They ensure consistency, efficiency, and compliance by providing detailed guidance that staff can follow to achieve desired outcomes. In the context of ITIL, having documented procedures helps organizations standardize their practices, which is critical for maintaining service quality and delivering value to customers. These procedures often reference specific inputs, necessary resources, and expected outputs, which align them closely with the operational aspects of service management. While policies establish overarching intentions or principles, guidelines offer recommendations and suggestions without strict adherence, and standards define specific requirements that must be met, it is the procedure that directly addresses the method of execution. This distinction highlights why a procedure is the most accurate choice for describing a documented way to carry out an activity or process.