What is the ITIL definition of a service?

Question

Options

• AA means of delivering value to customers
• BA means of designing processes customers
• CThe means of delivering goods to users
• DA way of giving customers what they need rather than what they asked for

• A
  89% (48)
• B
  2% (1)
• C
  6% (3)
• D
  4% (2)

Explanation

Option A is correct because ITIL defines a service as "a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." The emphasis is on value delivery and customer outcomes, which is the core principle underpinning all of ITIL's service management framework.

Why the distractors fail:

• B swaps "value to customers" for "designing processes customers" - this is nonsensical and confuses service design (an ITIL practice) with the definition of a service itself.
• C says "goods to users" - ITIL distinguishes between services (intangible, value-based) and goods (tangible products), and the target audience is customers, not just users.
• D sounds philosophical but isn't an ITIL definition at all - ITIL is explicitly about delivering what customers want to achieve (their outcomes), not overriding their stated needs.

Memory tip: Think "A = Adding Value" - a service adds value to customers. Any answer that talks about processes, goods, or overriding customer wishes is a red flag.

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