ITIL 4 Foundation Practice Exam

Which practice ensures that services meet expected performance levels?

1. Change control practice

2. Capacity and performance management practice

3. Change authority

4. Change model

The correct answer is: Capacity and performance management practice

The practice that ensures services meet expected performance levels is indeed the capacity and performance management practice. This practice focuses on ensuring that the performance of services is aligned with the business needs and expectations. It involves monitoring, analyzing, and optimizing performance to ensure that all elements of the service – including infrastructure, applications, and processes – are working effectively. Capacity and performance management establish a framework for understanding current performance levels and forecasting future needs based on demand. The practice helps organizations to ensure that they have the right resources available at the right times, providing a foundation for a consistent user experience and enabling service providers to manage risk associated with performance expectations. The other practices and concepts, while important in their respective roles, do not directly ensure that services meet performance levels. Change control practice is more focused on managing changes in a controlled manner to minimize disruptions. Change authority and change model are also related to managing changes but do not have a direct impact on the ongoing performance of the services themselves. This is why the capacity and performance management practice is essential for ensuring services consistently meet performance expectations.