ITIL Trivia 4 — Questions and Answers
Question 1: What is the primary goal of ITIL's Change Management process?
- Minimize costs associated with IT changes
- Ensure all changes are implemented without testing
- Control the lifecycle of all changes to minimize service disruption (Correct answer)
- Delegate all changes to external vendors
Correct answer: Control the lifecycle of all changes to minimize service disruption
Change Management controls the lifecycle of all changes to minimize risk and disruption to IT services while enabling beneficial changes.
Question 2: Which type of change in ITIL can be implemented without prior authorization due to its low risk and pre-approved nature?
- Emergency Change
- Normal Change
- Standard Change (Correct answer)
- Major Change
Correct answer: Standard Change
Standard Changes are pre-authorized, low-risk changes with an established procedure that can be implemented without requiring individual CAB approval.
Question 3: What does ITIL mean by 'utility' of a service?
- The availability percentage of the service
- What the service does — its functionality and fitness for purpose (Correct answer)
- The cost of delivering the service
- The SLA targets associated with the service
Correct answer: What the service does — its functionality and fitness for purpose
Utility refers to the functionality a service provides — what it does and whether it is fit for purpose.
Question 4: In ITIL, what is 'warranty' of a service?
- A legal guarantee against service failures
- Assurance that the service will meet agreed requirements — fit for use (Correct answer)
- The terms under which a vendor provides support
- A financial penalty clause in the SLA
Correct answer: Assurance that the service will meet agreed requirements — fit for use
Warranty is the assurance that a service meets agreed requirements, covering availability, capacity, security, and continuity — fitness for use.
Question 5: Which ITIL process would handle the recovery of IT services following a major disaster?
- Availability Management
- IT Service Continuity Management (Correct answer)
- Capacity Management
- Supplier Management
Correct answer: IT Service Continuity Management
IT Service Continuity Management ensures IT services can be recovered within agreed timeframes following a disaster.
Question 6: What is the CAB in ITIL Change Management?
- Change Approval Board (Correct answer)
- Configuration Audit Board
- Customer Advisory Board
- Critical Assessment Body
Correct answer: Change Approval Board
The Change Advisory Board (CAB) is a group that advises the Change Manager on the assessment, prioritization, and scheduling of changes.
Question 7: In ITIL Practitioner, what does 'focus on value' primarily mean?
- Reducing operational costs by 20%
- Ensuring every action links back to value for stakeholders (Correct answer)
- Increasing revenue through upselling services
- Meeting SLA targets at all times
Correct answer: Ensuring every action links back to value for stakeholders
'Focus on value' means all work should be tied back to creating value for customers, users, and the organization.
ITIL Trivia 4
What is the primary goal of ITIL's Change Management process?