ITIL4F ITIL Management Practices Practice Question
Which ITIL 4 practice ensures that services deliver the agreed level of availability to meet customer needs?
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
✓
Availability Management
Availability Management is responsible for ensuring that services are available as agreed.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
IT Asset Management
Why it's wrong here
IT Asset Management focuses on planning, procurement, deployment, maintenance, and retirement of IT assets to maximize value, control costs, and manage risks throughout their lifecycle. While healthy assets are foundational to service stability, this practice does not directly ensure the agreed-upon uptime or accessibility of services. Its primary scope is the effective management of the assets themselves, not the operational availability of the services they support.
- ✗
Service Level Management
Why it's wrong here
Service Level Management establishes clear, measurable service level agreements (SLAs) with customers, defining expected service performance, including availability targets. It then monitors and reports on service performance against these agreed-upon levels, managing customer expectations. However, SLM itself does not perform the operational activities or technical interventions required to *achieve* or *restore* availability; it defines, negotiates, and tracks the commitment.
- ✗
Capacity and Performance Management
Why it's wrong here
Capacity and Performance Management ensures that services and components can meet current and future performance and demand requirements in a cost-effective manner. This involves forecasting demand, sizing infrastructure, and optimizing resource utilization to prevent bottlenecks and ensure responsiveness and throughput. While insufficient capacity can indirectly impact perceived availability, this practice's core focus is on how well a service performs under load, not the fundamental uptime or accessibility of the service itself.
- ✓
Availability Management
Why this is correct
Availability Management ensures that services and components deliver their agreed-upon availability targets, meeting the current and future needs of the organization and its customers. This practice involves planning, designing, implementing, measuring, and improving the availability of services, components, and IT infrastructure. It focuses on maximizing service uptime, reliability, maintainability, and serviceability to ensure services are accessible whenever required by users.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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