CIM ITIL Framework & Best Practices 2

Question 1

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

Accepted Answer

Practice

Answer

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

Question 2

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

Accepted Answer

Progress iteratively with feedback

Answer

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

Question 3

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

Accepted Answer

User, customer, sponsor

Answer

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

Question 4

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

Accepted Answer

Problem Management

Answer

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

Question 5

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

Accepted Answer

Assurance that a service will meet agreed requirements

Answer

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

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM ITIL Framework & Best Practices 2