ITIL Question #472: Real Exam Question with Answer & Explanation

The correct answer is D: Faster resource allocation. Service utility means fitness for purpose - what a service actually does - and faster resource allocation through automation directly expands that functional capability.

Question

Which is an example of improving service utility using service management automation?

Options

APre-determined routing of a service request
BReducing the time to compile service data
CMonitoring service availability
DFaster resource allocation

Explanation

Service utility means fitness for purpose - what a service actually does - and faster resource allocation through automation directly expands that functional capability.

Common mistakes.

A. Pre-determined routing of a service request streamlines process handling efficiency but does not directly improve the functional capability (utility) that the service provides to users.
B. Reducing time to compile service data is an operational efficiency gain that may support warranty aspects, but it does not improve the fitness for purpose (utility) of the service itself.
C. Monitoring service availability addresses service warranty - fitness for use - rather than service utility, since it concerns reliability and uptime rather than what the service functionally does.

Concept tested. Service utility vs warranty in automation context

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

Community Discussion

No community discussion yet for this question.

Full ITIL Practice