ITIL Question #511: Real Exam Question with Answer & Explanation

Question

Options

• ACustomers are a source of best practice and will advise service providers how it should be
• BInternal experience is the only source of best practice because it is developed within the service
• CITIL is a source of best practice and is validated across a wide set of environments and situations
• DSuppliers are a source of best practice and they will improve the services delivered by a service

Explanation

ITIL is a globally validated source of best practice, refined through adoption across diverse industries and service environments worldwide.

Common mistakes.

• A. Customers define service requirements and expectations but do not prescribe internal operational best practices for how a service provider should structure or run its services.
• B. Internal experience is a legitimate input to best practice development, but it is one of several sources - ITIL explicitly recognizes external frameworks, industry standards, and supplier knowledge as additional valid sources.
• D. Suppliers fulfill contractual obligations and deliver agreed services, but their role is not to define or impose best practices on the service provider's internal operations.

Concept tested. Sources of best practice in ITIL framework

Reference. https://www.axelos.com/certifications/itil-service-management/what-is-itil

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