ITIL Trivia 3

Question 1

Which ITIL process manages the lifecycle of all problems from identification to removal?

Accepted Answer

Problem Management

Answer

Problem Management is responsible for managing the lifecycle of all problems, including root cause analysis and resolution.

Question 2

What is a 'workaround' in ITIL Problem Management?

Accepted Answer

A temporary way to reduce or eliminate the impact of a problem

Answer

A workaround is a temporary measure to reduce or eliminate the impact of a problem until a permanent solution is available.

Question 3

In ITIL, which document records details about a known error and its workaround?

Accepted Answer

Known Error Database (KEDB)

Answer

The Known Error Database (KEDB) stores details about known errors and their workarounds to speed up future incident resolution.

Question 4

Which metric measures the average time taken to restore a service after an incident?

Accepted Answer

MTTR

Answer

MTTR (Mean Time To Restore) measures the average duration from incident occurrence to service restoration.

Question 5

What is the ITIL Practitioner's recommended approach to implementing improvements?

Accepted Answer

Iterative with feedback loops

Answer

ITIL Practitioner recommends progressing iteratively with feedback to deliver improvements in manageable increments and adapt based on results.

ITIL - Practitioner Practice Test