ITIL · 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 assets representing the ability to coordinate and apply resources to produce value, such as a service desk's ability to receive and process requests.
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
(20 responses)- A15% (3)
- B70% (14)
- C5% (1)
- D10% (2)
Why each option
In ITIL, capabilities are intangible organizational assets representing the ability to coordinate and apply resources to produce value, such as a service desk's ability to receive and process requests.
A menu-driven interface is a feature or service component, not a capability in the ITIL sense.
Calls to the service desk to register standard changes represent a capability because they reflect the organization's functional ability to receive, process, and coordinate service requests - an intangible, developed competency rather than a physical resource or tool.
An automatically downloaded software update is a service output or process result, not an organizational capability.
Debugging software is a tangible tool and therefore classified as a resource, not a capability.
Concept tested: ITIL capabilities vs resources distinction
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