ITIL Question #387: Real Exam Question with Answer & Explanation

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

Explanation

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.

Common mistakes.

A. A menu-driven interface is a feature or service component, not a capability in the ITIL sense.
C. An automatically downloaded software update is a service output or process result, not an organizational capability.
D. 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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