ITIL 4 Foundation — Question 118

What is a service?

Answer options

• A. A possible event that could cause harm or loss, or make it more difficult to achieve objectives
• B. A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
• C. A tangible or intangible deliverable of an activity
• D. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

Correct answer: B

Explanation

The correct answer is B because it accurately describes a service as a way to create value for customers without them needing to manage costs and risks. Option A refers to a potential risk, which does not define a service. Option C describes deliverables but misses the aspect of value co-creation. Option D talks about collaboration but does not capture the essence of enabling customer outcomes directly.