ITIL 4 Foundation Practice Exam

Which of the following is NOT part of the ITIL definition of service?

1. Outcome

2. Risk

3. Value

4. Output

The correct answer is: Output

In the context of ITIL, a service is defined as a means of delivering value to customers by facilitating outcomes that customers want to achieve, without the ownership of specific costs and risks. The correct answer identifies "output" as not being part of the ITIL definition of service. While outputs are often associated with the results produced from delivering a service, they do not encapsulate the overall purpose and essence of what a service truly represents in ITIL. A service is more about the outcome and the value that is derived from it, rather than just the outputs that are generated. "Outcome," "risk," and "value" are integral to the ITIL definition. An outcome refers to the result of carrying out a service, emphasizing the benefits and goals achieved by the customer. Value focuses on the worth that the service brings to the customer and the organization, underscoring the importance of aligning services with customer needs. Risk pertains to the uncertainties and potential negative impacts associated with providing a service, which are crucial for understanding the service management process. Thus, the distinction is clear: while outputs may be a component of the broader picture, they do not constitute the core definition of a service within ITIL.