ITIL 4 Foundation Practice Exam

Which of the following is NOT a component of service provision?

1. Management of provider's resources

2. Fulfillment of agreed service actions

3. Setting service-related marketing goals

4. Service level management

The correct answer is: Setting service-related marketing goals

Service provision encompasses the activities and processes that an organization undertakes to deliver services to its customers. The components of service provision typically include the management of resources required to deliver services, fulfilling agreed-upon service actions, and ensuring that service levels are defined and met through service level management. In this context, setting service-related marketing goals does not directly pertain to the core elements required for service provision. While marketing is an important aspect of overall service strategy and customer engagement, it does not fall under the operational activities involved in managing and delivering services. Therefore, this option does not fit within the functional framework of service provision, which focuses more on the internal mechanisms that ensure services are delivered according to customer expectations and agreements.