ITIL4F Key Concepts of ITIL 4 Practice Question
A company uses an external provider for email services. Which of the following costs is typically removed from the consumer (company) and borne by the provider?
⚠ Common exam trap
Many exam-takers confuse 'costs removed from the consumer' with 'costs that are reduced or shared,' leading them to select options like user support or training, which remain consumer-side responsibilities even in a fully outsourced email service.
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
✓
The cost of purchasing and maintaining email servers
When a company uses an external provider for email services (SaaS model), the provider is responsible for the underlying infrastructure. The cost of purchasing and maintaining email servers is a capital and operational expense that shifts from the consumer to the provider, as the provider owns and manages the hardware, storage, and server software (e.g., Microsoft Exchange Online or Google Workspace). This aligns with the ITIL 4 concept of utility and warranty, where the provider ensures availability and capacity without the consumer incurring direct hardware costs.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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The cost of training employees on how to use email
Why it's wrong here
When a company procures an external email service, the responsibility for ensuring its internal employees are proficient in using the application typically remains with the consumer organization. This cost is associated with internal user adoption and productivity, not the operational delivery or infrastructure of the email service itself. The external provider delivers the service functionality, but the consumer is accountable for integrating it into their business processes and enabling their workforce effectively.
- ✓
The cost of purchasing and maintaining email servers
Why this is correct
By engaging an external provider for email services, the company effectively transfers the operational burden and capital expenditure associated with the underlying infrastructure. The external provider assumes full responsibility for acquiring, housing, powering, cooling, patching, and maintaining the physical and virtual servers, storage, and network components necessary to deliver the email service. This transfer of infrastructure ownership and management is a primary driver for outsourcing such services.
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The cost of user support for password resets
Why it's wrong here
While the external provider manages the core email system, the responsibility for user support, such as password resets, can vary significantly based on the service level agreement (SLA) and the chosen support model. Often, basic Tier 1 support, including initial password reset requests, might remain with the consumer's internal IT help desk, who then escalate to the provider for more complex issues. This approach allows the consumer to maintain direct user interaction and control over immediate support needs.
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The cost of internet connectivity
Why it's wrong here
The cost of internet connectivity remains with the consumer company because it is a fundamental utility required for accessing virtually any external or cloud-based service, not just email. The external email provider delivers their service over the internet, but they do not typically provide the customer's local network infrastructure or the internet service provider (ISP) connection that enables the customer's users to reach the internet and, subsequently, the email service.
About these practice questions
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the ITIL4F exam.