ITIL4F ITIL Service Value System Practice Question
A company launches a new mobile app that meets all technical specifications, but users find it difficult to navigate and adoption is low. According to ITIL 4, the app has achieved an output but not an outcome. What does this illustrate?
⚠ Common exam trap
It's easy for candidates to confuse 'output' with 'outcome' and misapplying the utility/warranty or fit-for-purpose/fit-for-use distinctions, leading candidates to pick option A or B when the core issue is that the desired business result was not achieved despite the technical deliverable being complete.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
An output was produced but the desired outcome was not achieved
The app was launched and meets all technical specifications (output), but users find it difficult to navigate and adoption is low, meaning the desired business result (outcome) was not achieved. In ITIL 4, an output is a tangible deliverable (the app), while an outcome is the result for stakeholders (e.g., increased user engagement or productivity). This scenario directly illustrates that an output was produced but the desired outcome was not achieved, making option C correct.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Utility is present but warranty is missing
Why it's wrong here
The question states the app "meets all technical requirements," which directly implies its utility (functionality) is present and it is fit for purpose. Warranty, in ITIL 4, refers to the assurance that a service will meet agreed requirements regarding availability, capacity, security, and continuity. Poor user adoption does not indicate a failure in these aspects of warranty, but rather a lack of desired outcome or value realization from the service.
- ✗
The service is fit for use but not fit for purpose
Why it's wrong here
In ITIL 4, "fit for purpose" refers to utility (what the service does), while "fit for use" refers to warranty (how the service performs). The statement that the app "meets all technical requirements" confirms its utility, meaning it *is* fit for purpose. The issue of poor adoption signifies that the desired business outcome was not achieved, not that the service lacked essential functionality or was unreliable (warranty).
- ✓
An output was produced but the desired outcome was not achieved
Why this is correct
An output is a tangible or intangible deliverable of an activity, such as the new mobile app itself, which was successfully launched and met technical specifications. An outcome, however, is the result for a stakeholder enabled by one or more outputs. Poor user adoption clearly indicates that the intended business result or value (e.g., increased customer engagement, market share) was not realized, despite the successful production of the app.
- ✗
The service value chain is incomplete
Why it's wrong here
The service value chain (SVC) describes the operational model for creating, delivering, and continually improving services. The fact that the mobile app was successfully launched and met technical requirements suggests that the relevant activities within the SVC (e.g., Design & Transition, Obtain/Build, Deliver & Support) were indeed performed. The problem isn't a missing step in the service delivery process, but rather a failure to achieve the desired value or outcome from the completed service.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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