ITIL 4 Foundation Practice Exam

Which of the following is a goal of a service?

1. To increase profit margins through cost reduction

2. To provide outcomes that customers desire

3. To simplify management processes for administrators

4. To limit the risks involved in service delivery

The correct answer is: To provide outcomes that customers desire

The goal of a service fundamentally revolves around delivering value to customers by providing outcomes that they desire. In the context of ITIL 4, services are designed to enable value co-creation by facilitating specific outcomes that meet or exceed customer expectations. This emphasizes the importance of understanding the needs and preferences of customers to ensure that the services being offered align with their requirements. Focusing on customer-desired outcomes ensures that the service is not just functional but also relevant and beneficial, ultimately contributing to customer satisfaction and loyalty. Services are viewed through the lens of delivering this value, rather than solely focusing on operational efficiencies, such as cost reduction, simplifying management processes, or risk limitation, which are important but secondary components of a service's overall goal. Thus, prioritizing the provision of outcomes that customers desire encapsulates the core purpose of any effective service.