PeopleCert Exam ITIL-DSV Topic 5 Question 18 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam

Question #: 18
Topic #: 5

An internal IT service provider does not have all the skills needed to create and deliver a new service, but could develop them with enough time. There are many external service providers who can provide this service. Which approach should the organization follow to decide if they should use the internal service provider or to source the service externally?

AStart by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers

BStart by understanding the cost of procuring the service internally and externally, then ask internal and external service providers to complete a 'request for quotation1 documenting their preferred solution

CStart by asking the internal service provider to develop the required skills, then use these newly developed skills to create and deliver the new service internally

DStart by analysing and documenting the detailed service requirements, then ask external service providers to respond to a 'request for information1 documenting how they would deliver to these requirements

Show Suggested Answer

Suggested Answer: A

The organization should 'Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers.' ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.

by Evette at Feb 07, 2025, 11:33 AM

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