ITIL General Practice 3 — Questions and Answers
Question 1: Which ITIL practice ensures that accurate and reliable information about services and their configuration is available when needed?
- Service configuration management (Correct answer)
- IT asset management
- Service catalogue management
- Knowledge management
Correct answer: Service configuration management
Service configuration management maintains accurate data about configuration items and their relationships.
Question 2: 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?
- Progress iteratively with feedback (Correct answer)
- Think and work holistically
- Focus on value
- Collaborate and promote visibility
Correct answer: Progress iteratively with feedback
'Progress iteratively with feedback' recommends incremental delivery and using feedback to guide further steps.
Question 3: Which of the four dimensions of service management addresses culture, skills, and roles within an organization?
- Organizations and people (Correct answer)
- Information and technology
- Partners and suppliers
- Value streams and processes
Correct answer: Organizations and people
The 'organizations and people' dimension covers organizational structures, culture, staffing, and competencies.
Question 4: A problem manager identifies a workaround that reduces impact while the root cause is still being investigated. What should they document this as?
- A known error (Correct answer)
- An incident
- A change request
- A service request
Correct answer: A known error
A known error is a problem with a documented root cause or workaround recorded in the known error database.
Question 5: Which statement about the ITIL 4 guiding principles is CORRECT?
- They should be applied universally across all situations, but how they are applied may vary (Correct answer)
- Only the top three principles need to be applied in any given situation
- They replace organizational policies and standards
- They apply only to IT service management, not to business services
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.
Question 6: What is the PRIMARY output of the 'design and transition' value chain activity?
- Service components that meet stakeholder expectations and are ready for deployment (Correct answer)
- Stakeholder feedback and demand signals
- Approved requests and third-party inputs
- Operational monitoring data
Correct 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.
Question 7: A company's ITSM team is automating routine password resets. Which guiding principle BEST aligns with this initiative?
- Optimize and automate (Correct answer)
- Keep it simple and practical
- Collaborate and promote visibility
- Start where you are
Correct answer: Optimize and automate
'Optimize and automate' encourages eliminating waste and using technology to perform repetitive tasks efficiently.
ITIL General Practice 3
Which ITIL practice ensures that accurate and reliable information about services and their configuration is available when needed?