ITIL 4 Foundation — Question 178
What is the definition of 'service management'?
Answer options
- A. A result for a stakeholder enabled by one or more outputs
- B. A formal description of one or more services, designed to address the needs of a target consumer group
- C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services
Correct answer: D
Explanation
The correct answer, D, accurately describes service management as a collection of specialized organizational capabilities that deliver value to customers via services. Option A is incorrect because it focuses on stakeholder outcomes rather than organizational capabilities. Option B describes service descriptions rather than the overall management process, and Option C highlights collaboration but does not encompass the broader capabilities involved in service management.