CIM ITIL Framework & Best Practices 5 — Questions and Answers
Question 1: According to ITIL, what distinguishes a 'major incident' from a standard high-priority incident?
- Major incidents always involve hardware failures
- Major incidents require a separate procedure with escalated management involvement (Correct answer)
- Major incidents are resolved only by vendor support
- Major incidents are defined solely by the number of users affected
Correct 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.
Question 2: In ITIL 4, the 'Engage' activity of the Service Value Chain primarily focuses on:
- Building and configuring service components
- Providing understanding of stakeholder needs and managing relationships (Correct answer)
- Monitoring and managing service performance
- Ensuring continual service improvement
Correct 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.
Question 3: Which ITIL practice ensures that accurate information about the configuration of services and CIs is available when needed?
- IT Asset Management
- Service Configuration Management (Correct answer)
- Change Enablement
- Service Catalogue Management
Correct answer: Service Configuration Management
Service Configuration Management maintains accurate records of configuration items (CIs) and their relationships in the CMDB.
Question 4: An Incident Manager notices that 40% of incidents in the last month were caused by failed changes. Which ITIL-recommended action is most appropriate?
- Freeze all changes until the next quarter
- Conduct a trend analysis and report to Change Enablement for process improvement (Correct answer)
- Reassign all change management staff
- Escalate every future change to CAB regardless of risk level
Correct 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.
Question 5: What is the primary goal of the ITIL 'Continual Improvement' practice?
- Replacing outdated IT infrastructure on a fixed schedule
- Aligning practices and services with changing business needs through ongoing improvement (Correct answer)
- Ensuring all staff complete annual ITIL training
- Automating all repetitive IT service tasks
Correct 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.
Question 6: Which model does ITIL recommend as a structured approach for guiding improvement initiatives?
- RACI model
- ITIL Continual Improvement Model (seven steps) (Correct answer)
- Balanced Scorecard
- Six Sigma DMAIC
Correct 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.
Question 7: When an incident is escalated to a third-party vendor for resolution, which ITIL practice governs the formal relationship and obligations involved?
- Supplier Management (Correct answer)
- Change Enablement
- Incident Management
- IT Asset Management
Correct answer: Supplier Management
Supplier Management governs relationships and contracts with external vendors, including performance and escalation obligations.
CIM ITIL Framework & Best Practices 5
According to ITIL, what distinguishes a 'major incident' from a standard high-priority incident?