ITIL 4 Foundation Practice Exam

What is the primary goal of availability management practice?

1. To maximize revenue generation

2. To ensure services meet agreed availability levels

3. To enhance employee working hours

4. To reduce operational costs

The correct answer is: To ensure services meet agreed availability levels

The primary goal of availability management practice is to ensure services meet agreed availability levels. This process is critical because it focuses on defining, measuring, and managing the availability of services to guarantee that they are accessible when needed by users and customers. Availability management involves understanding the needs of the business and its users to define what 'availability' should look like for each service. This includes analyzing service performance, monitoring service usage, and identifying potential issues that could impact service availability. By establishing these agreements, also known as Service Level Agreements (SLAs), the organization can ensure that the services provided justify the business's operational requirements. This practice contributes significantly to overall service quality and customer satisfaction by maintaining consistent service performance and reliability. Focusing on agreed availability levels ensures that any planned maintenance, outages, or disruptions are communicated effectively, and necessary measures are in place to minimize impact, ensuring that business continuity is maintained. The other options, while potentially relevant to an organization's broader objectives, do not pinpoint the essential function of availability management. Maximizing revenue generation and enhancing employee working hours might be outcomes of effective service management, but they are not the primary focus of availability management. Reducing operational costs is also important, but it does not directly align with the primary goal of ensuring