ITIL Framework & Best Practices Flashcards

In ITIL, what is the primary purpose of the 'Service Level Management' practice?

Answer: To set, monitor, and report on service level targets agreed with customers

Service Level Management ensures that defined service levels are agreed upon, monitored, and reported to stakeholders.

Which ITIL 4 practice is responsible for ensuring that new or changed services meet defined quality standards before deployment?

Answer: Service Validation and Testing

Service Validation and Testing ensures that services meet specified requirements and intended utility and warranty before being released.

A CIM candidate is reviewing the ITIL concept of 'utility'. Which statement best defines utility?

Answer: The functionality offered by a product or service to meet a need

Utility is 'fit for purpose' — it describes what the service does and whether it meets the customer's needs.

During post-incident review, the team discovers the incident was caused by an unauthorized change. Which ITIL practice failure does this most directly indicate?

Answer: Change Enablement

An unauthorized change indicates a breakdown in Change Enablement, which governs the assessment and authorization of changes.

What is the role of the 'Change Advisory Board' (CAB) in ITIL?

Answer: To provide guidance and authorize significant changes

The CAB evaluates complex, risky, or significant changes and advises the change authority on whether to approve them.

Which metric best measures the effectiveness of Incident Management according to ITIL best practices?

Answer: Mean Time to Restore (MTTR) for incidents

MTTR directly measures how quickly service is restored, which is the primary objective of Incident Management.

In ITIL 4, the 'Service Value System' (SVS) represents which key concept?

Answer: How all components work together to enable value creation

The SVS describes how all components and activities in an organization work together to create value for customers and stakeholders.