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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

  1. What is the purpose of the ITIL Service Portfolio?

    Answer: To document all services including planned, live, and retired ones

    The Service Portfolio documents all services including those in the pipeline, live in the catalog, and retired, enabling strategic management.

  2. Which ITIL concept refers to the ability of an IT service to perform its required function at a stated level for an agreed period of time?

    Answer: Availability

    Availability is the ability of a service or component to perform its required function when required, usually expressed as a percentage.

  3. Which ITIL guiding principle recommends eliminating unnecessary steps and keeping processes as simple as possible?

    Answer: Keep it simple and practical

    'Keep it simple and practical' advises using the minimum number of steps needed to accomplish an objective, avoiding unnecessary complexity.

  4. In ITIL, what is a 'Configuration Item' (CI)?

    Answer: Any component that needs to be managed to deliver an IT service

    A Configuration Item (CI) is any component — hardware, software, documentation, or people — that needs to be managed to deliver an IT service.

  5. What is the role of the Service Desk in ITIL Service Operation?

    Answer: To serve as the single point of contact between users and IT

    The Service Desk acts as the single point of contact (SPOC) for users, handling incidents, service requests, and communications.

  6. Which ITIL process is responsible for ensuring there is enough IT capacity to meet current and future demand?

    Answer: Capacity Management

    Capacity Management ensures IT infrastructure has the right capacity to meet business demands cost-effectively, both now and in the future.

  7. What does ITIL Practitioner's 'think and work holistically' principle advise?

    Answer: Consider all parts of the service and organization, not just individual components

    'Think and work holistically' means understanding how all parts of an organization interact, so that changes in one area don't negatively affect others.