ITIL4F ITIL Guiding Principles Practice Question
A service provider develops a new software feature that works flawlessly (output) but fails to increase user productivity (outcome). Which statement is correct?
⚠ Common exam trap
Watch out — candidates often confuse technical perfection (output) with business value (outcome), leading candidates to assume a flawless feature automatically delivers good outcomes, which ITIL 4 explicitly separates.
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 output is good, but the outcome is poor
In ITIL 4, an output is a tangible deliverable (e.g., a software feature), while an outcome is the actual result or value achieved for the business (e.g., increased user productivity). The question states the feature works flawlessly (good output) but fails to increase productivity (poor outcome). Therefore, option B is correct because it accurately distinguishes between a technically successful output and a failed business outcome.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The output is poor, but the outcome is good
Why it's wrong here
The question implies the new software feature works, indicating a satisfactory output. A poor output would mean the feature itself is buggy or non-functional, which is not the case here. Conversely, the outcome is not good, as the underlying problem (e.g., lack of productivity increase) persists, meaning the desired benefit was not realized despite the functional output.
- ✓
The output is good, but the outcome is poor
Why this is correct
The 'output' refers to the tangible deliverable, which is the new software feature itself. Since the feature 'works,' the output is considered good or satisfactory, meeting its technical specifications. However, the 'outcome' represents the actual benefit or result achieved for the stakeholders, such as increased productivity. If the working feature fails to deliver this desired benefit, then the outcome is poor, despite the functionality of the output.
- ✗
Neither output nor outcome is satisfactory
Why it's wrong here
The output, the new software feature, is explicitly stated or implied to 'work,' meaning it is satisfactory. Therefore, it is inaccurate to claim that the output is unsatisfactory. While the outcome is indeed unsatisfactory due to the failure to achieve the desired benefit (e.g., increased productivity), the output itself meets its functional specifications and performs as designed.
- ✗
Both output and outcome are satisfactory
Why it's wrong here
This option is incorrect. While the output (the working software feature) is satisfactory, the outcome is not. A satisfactory outcome would mean that the desired business benefit, such as increased productivity or efficiency, was successfully realized as a direct result of the feature's implementation. Since the feature works but fails to deliver this ultimate benefit, the outcome remains unsatisfactory, indicating a failure to achieve the intended value.
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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.