ITIL Trivia 5

Question 1

What is the purpose of the ITIL Service Portfolio?

Accepted Answer

To document all services including planned, live, and retired ones

Answer

The Service Portfolio documents all services including those in the pipeline, live in the catalog, and retired, enabling strategic management.

Question 2

Which ITIL concept refers to the ability of an IT service to perform its required function at a stated level for an agreed period of time?

Accepted Answer

Availability

Answer

Availability is the ability of a service or component to perform its required function when required, usually expressed as a percentage.

Question 3

Which ITIL guiding principle recommends eliminating unnecessary steps and keeping processes as simple as possible?

Accepted Answer

Keep it simple and practical

Answer

'Keep it simple and practical' advises using the minimum number of steps needed to accomplish an objective, avoiding unnecessary complexity.

Question 4

In ITIL, what is a 'Configuration Item' (CI)?

Accepted Answer

Any component that needs to be managed to deliver an IT service

Answer

A Configuration Item (CI) is any component — hardware, software, documentation, or people — that needs to be managed to deliver an IT service.

Question 5

What is the role of the Service Desk in ITIL Service Operation?

Accepted Answer

To serve as the single point of contact between users and IT

Answer

The Service Desk acts as the single point of contact (SPOC) for users, handling incidents, service requests, and communications.

ITIL - Practitioner Practice Test