PeopleCert ITIL Foundation v5 Exam - Topic 4 Question 16 Discussion

ITIL Version 5 defines an outcome as ''a result for a stakeholder enabled by one or more outputs.'' That exact definition corresponds to option A. ITIL also clearly distinguishes outputs from outcomes. An output is a tangible or intangible deliverable of an activity, while an outcome is the result that the stakeholder achieves through using that output. This distinction is central in ITIL's explanation of service value. For example, an output might be a report, application, device, or delivered service component, but the outcome is the benefit or result enabled for the stakeholder. That is why option B is the definition of output, not outcome. Options C and D are narrower and do not reflect the formal glossary definition. The question asks for the best description of an outcome in a service relationship, and ITIL's glossary provides an exact match. Because ITIL uses precise terminology around outputs, outcomes, value, and services, the wording in option A is the only one that aligns with the official definition and is therefore the verified correct answer.