ITIL 4 Foundation Practice Exam

Which practice focuses on achieving expected service performance levels?

1. Incident management

2. Change management

3. Capacity and performance management

4. Service request management

The correct answer is: Capacity and performance management

The practice that focuses on achieving expected service performance levels is capacity and performance management. This practice is designed to ensure that services deliver the required performance at the desired levels without exceeding the capacity of the underlying resources. It involves understanding current and future demands on services and aligning these with the capability of the service infrastructure. Capacity and performance management encompasses activities to monitor, analyze, and report on performance metrics, making adjustments as necessary to maintain agreed-upon service levels. This ensures that services remain reliable and available to users, meeting business needs effectively. In contrast, incident management primarily deals with minimizing disruption caused by incidents and restoring service operations as quickly as possible without necessarily focusing on longer-term performance levels. Change management is focused on controlling the lifecycle of changes to minimize disruption and risk, rather than directly on performance levels. Service request management manages the handling of user requests for services but does not specifically target service performance. Thus, the emphasis in capacity and performance management on maintaining and enhancing expected service performance levels is what makes this practice the correct answer.