ITIL Framework & Best Practices Flashcards

An incident cannot be resolved without a change to production. Which ITIL process combination is typically invoked?

Answer: Incident Management and Change Enablement

When resolution requires a production change, Incident Management coordinates with Change Enablement (often via an emergency change).

Which ITIL 4 guiding principle emphasizes that improvements must deliver real value rather than creating unnecessary complexity?

Answer: Keep it simple and practical

'Keep it simple and practical' guides organizations to avoid unnecessary complexity and ensure every element contributes value.

In ITIL, a 'known error' is best described as:

Answer: A problem that has a documented root cause and workaround

A known error is a problem with an identified root cause and a documented workaround, stored in the Known Error Database (KEDB).

Which ITIL practice specifically owns the Known Error Database (KEDB)?

Answer: Problem Management

Problem Management owns and maintains the KEDB, which stores known errors and their associated workarounds for use during incidents.

A service desk analyst resolves a recurring incident using a documented workaround from the KEDB. What ITIL practice benefit does this demonstrate?

Answer: Problem Management enabling faster incident resolution

Problem Management's KEDB enables faster incident resolution by providing analysts with documented workarounds for known issues.

Under ITIL 4, which entity provides the overarching governance framework within which the Service Value System operates?

Answer: Governance

Governance in ITIL 4 is the means by which an organization is directed and controlled, operating above the SVS.

Which ITIL 4 Service Value Chain activity is primarily responsible for ensuring that components are available when and where needed?

Answer: Obtain/Build

The 'Obtain/Build' activity ensures that service components are acquired, built, and available as required by the service value chain.