General Practice Flashcards

A service provider is improving its customer satisfaction scores. Which ITIL guiding principle is MOST directly applied when the team decides to measure satisfaction before making any changes?

Answer: Start where you are

'Start where you are' directs practitioners to assess the current state before initiating improvements.

Which statement BEST describes the purpose of the 'engage' value chain activity in ITIL 4?

Answer: To ensure that all stakeholder needs are understood and addressed

The 'engage' activity focuses on understanding stakeholder needs and fostering relationships.

An IT team receives a sudden surge of tickets after a new release. They triage by impact and urgency. Which practice is being applied?

Answer: Incident management

Incident management handles unplanned interruptions and prioritizes them by impact and urgency.

In the ITIL service value system, what is the role of governance?

Answer: To direct and control the organization in achieving its objectives

Governance directs and controls the organization to ensure strategies and policies are followed.

Which of the following is an example of a 'utility' of a service?

Answer: A cloud storage service allowing users to access files from any device

Utility refers to what a service does — the functionality that fulfills a need, such as enabling access from any device.

A service manager wants to avoid duplicating work already done by other teams. Which guiding principle supports this approach?

Answer: Start where you are

'Start where you are' encourages reusing existing resources and capabilities rather than starting from scratch.

What does the ITIL 4 framework identify as a key input to the service value chain?

Answer: Opportunity and demand from customers and users

Opportunity and demand from customers and users are the primary inputs that trigger the service value chain.