ITIL4F Key Concepts of ITIL 4 Practice Question
A hospital IT department implements a new patient record system that requires doctors to double-enter data. Although the system works correctly, doctors complain it increases their workload. According to ITIL 4, this is an example of:
⚠ Common exam trap
It's easy for candidates to confuse a technically working system (output) with a valuable service (outcome), assuming that if the system functions correctly, the service must be successful, ignoring the negative impact on the user's experience and workload.
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 without a positive outcome
The new patient record system produces an output (the record is created and stored correctly), but doctors must double-enter data, which increases their workload and reduces efficiency. In ITIL 4, a positive outcome requires that the service not only meets functional requirements (utility) but also supports the user's goals without negative side effects. Here, the system fails to deliver a positive outcome because it degrades the user experience and adds unnecessary effort, even though the output is technically 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.
- ✗
A positive outcome due to utility
Why it's wrong here
A positive outcome signifies that the service successfully enables the consumer to achieve their desired results and realize benefits. While utility refers to the service's fitness for purpose, this option is incorrect because the question implies the new system is failing to deliver the expected beneficial results for the hospital staff or patients. Therefore, despite any inherent utility, a positive outcome is not being achieved.
- ✓
An output without a positive outcome
Why this is correct
An output is a tangible or intangible deliverable of an activity, such as the new patient record system itself. A positive outcome, conversely, represents the achievement of a desired result or benefit for a stakeholder. The system has been delivered (output), but it is not successfully enabling the hospital staff or patients to achieve their objectives or realize value, indicating a lack of beneficial results.
- ✗
A warranty failure
Why it's wrong here
Warranty refers to the assurance that a service will meet agreed-upon specifications, encompassing aspects like availability, capacity, security, and continuity. A warranty failure would imply the system is not performing reliably, is frequently unavailable, or fails to meet its service level agreements in these technical dimensions. Since the problem is described as a lack of positive outcomes rather than a failure in these performance characteristics, this option is incorrect.
- ✗
A successful service relationship
Why it's wrong here
A successful service relationship is characterized by effective collaboration between the service provider and consumer, leading to mutual value co-creation, trust, and the achievement of desired outcomes. Given that the new patient record system is failing to produce positive outcomes for the hospital, the relationship between the IT department and its users would likely be strained and certainly not considered successful, as the fundamental goal of value realization is not being met.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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