ITIL-FOUNDATION Question #287: Real Exam Question with Answer & Explanation

The correct answer is D: Excessive focus on cost. When an IT department prioritises cost reduction to the detriment of service quality, ITIL identifies this as an excessive focus on cost, an imbalance in the cost-quality equilibrium.

Question

An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

Options

AExcessive focus on quality
BExcessively reactive
CExcessively proactive
DExcessive focus on cost

Explanation

When an IT department prioritises cost reduction to the detriment of service quality, ITIL identifies this as an excessive focus on cost, an imbalance in the cost-quality equilibrium.

Common mistakes.

A. Excessive focus on quality would describe a scenario where quality improvements drive costs unsustainably high, which is the opposite situation.
B. Being excessively reactive describes an operational posture of responding to incidents rather than preventing them, unrelated to the cost-quality trade-off described.
C. Being excessively proactive describes over-investment in preventive measures, not a cost-driven quality reduction.

Concept tested. ITIL cost-quality balance in service management

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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