Trivia 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 Trivia flashcards as text
What does the acronym 'CSI' stand for in ITIL?
Answer: Continual Service Improvement
CSI stands for Continual Service Improvement, one of the five stages of the ITIL service lifecycle.
Which ITIL process is primarily responsible for tracking the status of hardware and software components?
Answer: Configuration Management
Configuration Management tracks CIs (Configuration Items) including hardware, software, and their relationships in the CMDB.
In ITIL, what is the primary purpose of a Service Level Agreement (SLA)?
Answer: To document agreed service targets between provider and customer
An SLA documents the agreed service targets and responsibilities between the service provider and the customer.
Which ITIL concept describes the perceived benefit a service provides relative to its cost?
Answer: Value Proposition
A Value Proposition communicates the benefit a service delivers relative to its cost, helping justify service adoption.
What is the term for an unplanned interruption or reduction in quality of an IT service?
Answer: Incident
An Incident is any unplanned interruption to an IT service or reduction in quality of an IT service.
In ITIL Practitioner, which guiding principle states that you should start with what you currently have?
Answer: Start where you are
'Start where you are' advises practitioners to assess current capabilities before starting improvement initiatives rather than beginning from scratch.
What does OLA stand for in ITIL terminology?
Answer: Operational Level Agreement
OLA stands for Operational Level Agreement, an internal agreement between IT teams that supports delivery of an SLA.