ITIL Trivia 2

Question 1

What does the acronym 'CSI' stand for in ITIL?

Accepted Answer

Continual Service Improvement

Answer

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?

Accepted Answer

Configuration Management

Answer

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)?

Accepted Answer

To document agreed service targets between provider and customer

Answer

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?

Accepted Answer

Value Proposition

Answer

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?

Accepted Answer

Incident

Answer

An Incident is any unplanned interruption to an IT service or reduction in quality of an IT service.

ITIL - Practitioner Practice Test