ITIL-FOUNDATION · Question #387
Which of the following is an example of capabilities?
The correct answer is B. Calls to the service desk to register standard changes. In ITIL, capabilities are intangible organizational abilities such as processes and coordination, while resources are tangible assets like software tools.
Question
Which of the following is an example of capabilities?
Options
- AMenu driven range of facilities used to access service requests
- BCalls to the service desk to register standard changes
- CA software update downloaded automatically to all laptops in an organization
- DSoftware to allow programmers to debug code
How the community answered
(23 responses)- A13% (3)
- B78% (18)
- C4% (1)
- D4% (1)
Why each option
In ITIL, capabilities are intangible organizational abilities such as processes and coordination, while resources are tangible assets like software tools.
A menu-driven interface for accessing service requests is a tangible tool or application, which classifies it as a resource, not a capability.
Capabilities in ITIL represent the ability of an organization to carry out activities through processes, knowledge, and coordination. Receiving calls to the service desk and registering standard changes is a process-based capability - it reflects the organization's ability to coordinate and execute a repeatable activity rather than a physical asset.
An automated software update mechanism is a technology feature and a resource - it is infrastructure-based, not an organizational process ability.
Debugging software is a tangible application tool and therefore a resource, not an intangible organizational capability.
Concept tested: ITIL capabilities vs resources classification
Source: https://www.axelos.com/certifications/itil-service-management
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