ITIL4F Key Concepts of ITIL 4 Practice Question
A software development team releases a new feature that allows users to generate custom reports. The feature works correctly but is only available during business hours due to system maintenance. Which statement is TRUE?
⚠ Common exam trap
A common mix-up: candidates assume a service that works correctly automatically has full warranty, but warranty includes availability guarantees, and a service restricted to business hours fails that aspect, so utility alone is present.
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 service has utility but not full warranty.
The feature works correctly (utility is present because it does what it is supposed to do — generate custom reports). However, it is only available during business hours due to system maintenance, meaning the service does not meet the full warranty requirements of availability (the agreed level of uptime). Therefore, the service has utility but not full warranty, making D 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.
- ✗
The service has both utility and warranty.
Why it's wrong here
While the new feature clearly provides utility by offering desired functionality, the service's warranty is not fully met. Warranty encompasses aspects like availability, capacity, continuity, and security, ensuring the service is 'fit for use'. The information indicates that the service's availability is limited, meaning it does not consistently meet the agreed-upon performance requirements, thus failing to deliver full warranty.
- ✗
The service lacks both utility and warranty.
Why it's wrong here
This statement is incorrect because the service demonstrably possesses utility; the new feature allows for specific functionality that meets a user need, making it 'fit for purpose'. Although the service's warranty is not fully delivered due to limited availability, the presence of any functional capability means it does not entirely lack utility. Therefore, claiming it lacks both utility and warranty is inaccurate.
- ✗
The service has warranty but not utility.
Why it's wrong here
This option is fundamentally flawed. The service clearly provides utility, as it offers a new feature with specific functionality that addresses a user requirement. Conversely, the warranty is explicitly stated as not being fully met, specifically due to limited availability, which is a key component of warranty. Therefore, asserting that it has warranty but lacks utility directly contradicts the established facts about the service's functionality and performance limitations.
- ✓
The service has utility but not full warranty.
Why this is correct
This option accurately describes the service's status. The new feature provides utility by offering specific functionality that users can leverage to achieve their objectives, making it 'fit for purpose'. However, the service's warranty is not fully realized because its availability is limited, meaning it does not consistently meet the agreed-upon performance characteristics required for full 'fitness for use'.
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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.