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General Practice Flashcards

7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 General Practice flashcards as text

  1. An ITIL practitioner is reviewing a process that has grown increasingly complex over time with many exception paths. Which guiding principle should they apply first?

    Answer: Keep it simple and practical

    'Keep it simple and practical' directs practitioners to eliminate unnecessary complexity and focus on what adds value.

  2. Which ITIL practice is accountable for ensuring that changes are assessed for risk and authorized before implementation?

    Answer: Change enablement

    Change enablement manages the risk of changes by ensuring they are properly assessed and authorized before deployment.

  3. A service desk team notices that the same types of incidents keep recurring. They escalate to problem management. What is problem management's PRIMARY goal in this scenario?

    Answer: Identify and eliminate root causes to prevent recurrence

    Problem management focuses on identifying root causes and implementing permanent fixes to prevent recurring incidents.

  4. Which component of the ITIL service value system provides direction on how the organization should function?

    Answer: Governance

    Governance directs and controls the organization, ensuring all activities align with strategy and stakeholder expectations.

  5. What is the role of 'continual improvement' in ITIL 4?

    Answer: To align practices and services with changing business needs through ongoing improvement

    Continual improvement is a recurring activity embedded throughout the SVS to keep services and practices aligned with evolving needs.

  6. A technician fixes an incident quickly but does not record the resolution steps. Which principle is being violated?

    Answer: Collaborate and promote visibility

    'Collaborate and promote visibility' requires that information be shared transparently so others can benefit from it.

  7. Which of the following is an example of an 'outcome' rather than an 'output' in ITIL 4?

    Answer: Customers can close deals faster because the CRM service is always available

    An outcome is the result that matters to the stakeholder — in this case, faster deal closure — not just the deliverable or metric.