ITIL General Practice 5

Question 1

An ITIL practitioner is reviewing a process that has grown increasingly complex over time with many exception paths. Which guiding principle should they apply first?

Accepted Answer

Keep it simple and practical

Answer

'Keep it simple and practical' directs practitioners to eliminate unnecessary complexity and focus on what adds value.

Question 2

Which ITIL practice is accountable for ensuring that changes are assessed for risk and authorized before implementation?

Accepted Answer

Change enablement

Answer

Change enablement manages the risk of changes by ensuring they are properly assessed and authorized before deployment.

Question 3

A service desk team notices that the same types of incidents keep recurring. They escalate to problem management. What is problem management's PRIMARY goal in this scenario?

Accepted Answer

Identify and eliminate root causes to prevent recurrence

Answer

Problem management focuses on identifying root causes and implementing permanent fixes to prevent recurring incidents.

Question 4

Which component of the ITIL service value system provides direction on how the organization should function?

Accepted Answer

Governance

Answer

Governance directs and controls the organization, ensuring all activities align with strategy and stakeholder expectations.

Question 5

What is the role of 'continual improvement' in ITIL 4?

Accepted Answer

To align practices and services with changing business needs through ongoing improvement

Answer

Continual improvement is a recurring activity embedded throughout the SVS to keep services and practices aligned with evolving needs.

ITIL - Practitioner Practice Test

ITIL - Practitioner Practice Test

ITIL General Practice 5