ITIL Framework & Best Practices Flashcards
7 cards from real CIM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 ITIL Framework & Best Practices flashcards as text
According to ITIL, what distinguishes a 'major incident' from a standard high-priority incident?
Answer: Major incidents require a separate procedure with escalated management involvement
Major incidents invoke a separate, predefined procedure that includes senior management engagement and dedicated coordination roles.
In ITIL 4, the 'Engage' activity of the Service Value Chain primarily focuses on:
Answer: Providing understanding of stakeholder needs and managing relationships
The Engage activity handles ongoing interaction with customers, users, and other stakeholders to understand their needs and ensure satisfaction.
Which ITIL practice ensures that accurate information about the configuration of services and CIs is available when needed?
Answer: Service Configuration Management
Service Configuration Management maintains accurate records of configuration items (CIs) and their relationships in the CMDB.
An Incident Manager notices that 40% of incidents in the last month were caused by failed changes. Which ITIL-recommended action is most appropriate?
Answer: Conduct a trend analysis and report to Change Enablement for process improvement
Trend analysis followed by coordinated improvement through Change Enablement addresses root cause patterns without disrupting operations.
What is the primary goal of the ITIL 'Continual Improvement' practice?
Answer: Aligning practices and services with changing business needs through ongoing improvement
Continual Improvement ensures that organizations constantly evolve their services and practices to remain aligned with business objectives.
Which model does ITIL recommend as a structured approach for guiding improvement initiatives?
Answer: ITIL Continual Improvement Model (seven steps)
The ITIL Continual Improvement Model provides a seven-step structured approach: from vision through measurement to sustained improvement.
When an incident is escalated to a third-party vendor for resolution, which ITIL practice governs the formal relationship and obligations involved?
Answer: Supplier Management
Supplier Management governs relationships and contracts with external vendors, including performance and escalation obligations.