ITIL Trivia 2 — Questions and Answers
Question 1: What does the acronym 'CSI' stand for in ITIL?
- Continual Service Improvement (Correct answer)
- Critical Service Incident
- Customer Satisfaction Index
- Configuration Service Integration
Correct answer: Continual Service Improvement
CSI stands for Continual Service Improvement, one of the five stages of the ITIL service lifecycle.
Question 2: Which ITIL process is primarily responsible for tracking the status of hardware and software components?
- Change Management
- Incident Management
- Configuration Management (Correct answer)
- Release Management
Correct answer: Configuration Management
Configuration Management tracks CIs (Configuration Items) including hardware, software, and their relationships in the CMDB.
Question 3: In ITIL, what is the primary purpose of a Service Level Agreement (SLA)?
- To define penalties for service failures
- To document agreed service targets between provider and customer (Correct answer)
- To outline technical specifications of infrastructure
- To assign responsibilities to IT staff
Correct answer: To document agreed service targets between provider and customer
An SLA documents the agreed service targets and responsibilities between the service provider and the customer.
Question 4: Which ITIL concept describes the perceived benefit a service provides relative to its cost?
- Service Portfolio
- Value Proposition (Correct answer)
- Return on Investment
- Service Utility
Correct answer: Value Proposition
A Value Proposition communicates the benefit a service delivers relative to its cost, helping justify service adoption.
Question 5: What is the term for an unplanned interruption or reduction in quality of an IT service?
- Problem
- Change
- Incident (Correct answer)
- Event
Correct answer: Incident
An Incident is any unplanned interruption to an IT service or reduction in quality of an IT service.
Question 6: In ITIL Practitioner, which guiding principle states that you should start with what you currently have?
- Focus on value
- Progress iteratively with feedback
- Start where you are (Correct answer)
- Think and work holistically
Correct answer: Start where you are
'Start where you are' advises practitioners to assess current capabilities before starting improvement initiatives rather than beginning from scratch.
Question 7: What does OLA stand for in ITIL terminology?
- Operational Level Agreement (Correct answer)
- Organizational Lifecycle Assessment
- Output Limit Arrangement
- Outsourcing and Licensing Agreement
Correct answer: Operational Level Agreement
OLA stands for Operational Level Agreement, an internal agreement between IT teams that supports delivery of an SLA.
ITIL Trivia 2
What does the acronym 'CSI' stand for in ITIL?