CIM ITIL Framework & Best Practices 4 — Questions and Answers
Question 1: An incident cannot be resolved without a change to production. Which ITIL process combination is typically invoked?
- Incident Management and Problem Management
- Incident Management and Change Enablement (Correct answer)
- Service Desk and Release Management
- Problem Management and Continual Improvement
Correct answer: Incident Management and Change Enablement
When resolution requires a production change, Incident Management coordinates with Change Enablement (often via an emergency change).
Question 2: Which ITIL 4 guiding principle emphasizes that improvements must deliver real value rather than creating unnecessary complexity?
- Start where you are
- Focus on value
- Keep it simple and practical (Correct answer)
- Optimize and automate
Correct answer: Keep it simple and practical
'Keep it simple and practical' guides organizations to avoid unnecessary complexity and ensure every element contributes value.
Question 3: In ITIL, a 'known error' is best described as:
- An incident that has been logged but not yet assigned
- A problem that has a documented root cause and workaround (Correct answer)
- An error found during software testing before release
- An unresolved incident older than 30 days
Correct 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).
Question 4: Which ITIL practice specifically owns the Known Error Database (KEDB)?
- Incident Management
- Service Desk
- Problem Management (Correct answer)
- Service Level Management
Correct answer: Problem Management
Problem Management owns and maintains the KEDB, which stores known errors and their associated workarounds for use during incidents.
Question 5: A service desk analyst resolves a recurring incident using a documented workaround from the KEDB. What ITIL practice benefit does this demonstrate?
- Change Enablement reducing unauthorized changes
- Problem Management enabling faster incident resolution (Correct answer)
- Release Management improving service quality
- Service Level Management enforcing SLA compliance
Correct answer: Problem Management enabling faster incident resolution
Problem Management's KEDB enables faster incident resolution by providing analysts with documented workarounds for known issues.
Question 6: Under ITIL 4, which entity provides the overarching governance framework within which the Service Value System operates?
- The Service Value Chain
- The guiding principles
- Governance (Correct answer)
- Continual improvement
Correct answer: Governance
Governance in ITIL 4 is the means by which an organization is directed and controlled, operating above the SVS.
Question 7: Which ITIL 4 Service Value Chain activity is primarily responsible for ensuring that components are available when and where needed?
- Plan
- Obtain/Build (Correct answer)
- Deliver and support
- Engage
Correct answer: Obtain/Build
The 'Obtain/Build' activity ensures that service components are acquired, built, and available as required by the service value chain.
CIM ITIL Framework & Best Practices 4
An incident cannot be resolved without a change to production.
Which ITIL process combination is typically invoked?