ITIL Framework & Best Practices Flashcards

In ITIL 4, which concept replaces the traditional 'process' as the primary unit of work organization?

Answer: Practice

ITIL 4 uses 'practices' rather than processes, combining resources, capabilities, and activities holistically.

Which ITIL 4 guiding principle states that improvements should be iterative rather than attempting one large change?

Answer: Progress iteratively with feedback

'Progress iteratively with feedback' encourages small, manageable improvement cycles with continuous learning.

The ITIL concept of a 'service consumer' encompasses which three distinct roles?

Answer: User, customer, sponsor

ITIL 4 defines service consumers as users (who use services), customers (who define requirements), and sponsors (who authorize budgets).

During a major incident, an Incident Manager identifies that the workaround also affects a secondary system. Which ITIL practice should be engaged immediately?

Answer: Problem Management

Problem Management should be engaged to analyze the root cause and assess the broader impact of the workaround.

What does the ITIL term 'warranty' refer to in the context of service value?

Answer: Assurance that a service will meet agreed requirements

Warranty assures customers that a service will meet agreed specifications including availability, capacity, and continuity.

Which ITIL 4 dimension focuses on the information, knowledge, and data used and managed by an organization?

Answer: Information and technology

The 'Information and technology' dimension covers all information created, managed, and used across services.

An organization uses a third-party cloud provider for incident logging. Which ITIL 4 dimension is primarily relevant to managing this relationship?

Answer: Partners and suppliers

The 'Partners and suppliers' dimension governs relationships with external organizations that contribute to service delivery.