ITIL General Practice 3

Question 1

Which ITIL practice ensures that accurate and reliable information about services and their configuration is available when needed?

Accepted Answer

Service configuration management

Answer

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?

Accepted Answer

Progress iteratively with feedback

Answer

'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?

Accepted Answer

Organizations and people

Answer

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?

Accepted Answer

A known error

Answer

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?

Accepted Answer

They should be applied universally across all situations, but how they are applied may vary

Answer

Guiding principles are universal recommendations but their application must be adapted to specific circumstances.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL General Practice 3