ITIL 4 Foundation Practice Exam

Who may perform service actions?

1. Only service providers

2. Only the service users

3. Both service users and service provider resources

4. Third-party consultants only

The correct answer is: Both service users and service provider resources

The correct answer is that both service users and service provider resources may perform service actions. This reflects the collaborative nature of service management as embraced by ITIL 4, where successful service delivery often requires the involvement and interaction of various stakeholders. Service users, who are the individuals or groups that utilize the service, can perform certain actions that contribute to the service's effectiveness, such as providing feedback, interfacing with the service, or participating in service processes. On the other hand, service provider resources, which include all personnel and systems involved in delivering the service, are responsible for implementing and managing those actions that ensure quality and consistency. By recognizing that both parties play integral roles, ITIL 4 enhances the service relationship and promotes a more holistic approach to service management. This collaborative view helps ensure that services meet user needs effectively, creating value for both users and providers.