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ITIL-FOUNDATION · Question #443

What BEST defines serviceability?

The correct answer is C. The ability of a third-party supplier to meet the terms of its contract. In ITIL, serviceability refers specifically to a third-party supplier's contractual ability to deliver agreed levels of service, distinguishing it from the internal metrics of reliability and maintainability.

Understand the key concepts of service management

Question

What BEST defines serviceability?

Options

  • AHow quickly a service or component can be restored to normal working order
  • BHow long a service or component can perform its agreed function without failure
  • CThe ability of a third-party supplier to meet the terms of its contract
  • DThe part of the business process that is critical to providing the service

How the community answered

(42 responses)
  • A
    7% (3)
  • B
    2% (1)
  • C
    88% (37)
  • D
    2% (1)

Why each option

In ITIL, serviceability refers specifically to a third-party supplier's contractual ability to deliver agreed levels of service, distinguishing it from the internal metrics of reliability and maintainability.

AHow quickly a service or component can be restored to normal working order

This describes maintainability, which is the metric that measures how quickly an internal service or component can be restored to normal working order following a failure.

BHow long a service or component can perform its agreed function without failure

This describes reliability, which measures how long a CI or service can perform its agreed function continuously without experiencing a failure.

CThe ability of a third-party supplier to meet the terms of its contractCorrect

Serviceability in ITIL availability management is defined as the ability of a third-party supplier to meet the terms of its contract, covering their commitments to availability, reliability, and maintainability for externally provided components - making it a supplier-facing metric rather than an internal one.

DThe part of the business process that is critical to providing the service

This describes a vital business function (VBF), which identifies the business process elements most critical to service delivery, not a measure of supplier contractual performance.

Concept tested: ITIL availability management - serviceability vs reliability vs maintainability

Source: https://www.axelos.com/resource-hub/glossary

Topics

#serviceability#availability management#third-party supplier

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