General Practice Flashcards

Which ITIL practice ensures that accurate and reliable information about services and their configuration is available when needed?

Answer: Service configuration management

Service configuration management maintains accurate data about configuration items and their relationships.

An organization is rolling out a new payroll system. To reduce risk, they deploy to one department first, gather feedback, then expand. Which guiding principle does this reflect?

Answer: Progress iteratively with feedback

'Progress iteratively with feedback' recommends incremental delivery and using feedback to guide further steps.

Which of the four dimensions of service management addresses culture, skills, and roles within an organization?

Answer: Organizations and people

The 'organizations and people' dimension covers organizational structures, culture, staffing, and competencies.

A problem manager identifies a workaround that reduces impact while the root cause is still being investigated. What should they document this as?

Answer: A known error

A known error is a problem with a documented root cause or workaround recorded in the known error database.

Which statement about the ITIL 4 guiding principles is CORRECT?

Answer: They should be applied universally across all situations, but how they are applied may vary

Guiding principles are universal recommendations but their application must be adapted to specific circumstances.

What is the PRIMARY output of the 'design and transition' value chain activity?

Answer: Service components that meet stakeholder expectations and are ready for deployment

'Design and transition' produces service components that satisfy expectations, ready to be deployed into the live environment.

A company's ITSM team is automating routine password resets. Which guiding principle BEST aligns with this initiative?

Answer: Optimize and automate

'Optimize and automate' encourages eliminating waste and using technology to perform repetitive tasks efficiently.