ITIL Framework & Best Practices Flashcards

Which body in ITIL is typically responsible for reviewing and authorizing significant changes to IT services?

Answer: Change Advisory Board (CAB)

The Change Advisory Board (CAB) reviews, evaluates, and authorizes significant changes to minimize risk and impact on services.

What is the primary purpose of a Service Level Agreement (SLA)?

Answer: To define the expected level of service between a provider and customer

An SLA is a formal agreement that documents the service targets (availability, response times, etc.) committed to by the service provider.

In ITIL 4, which practice ensures that suppliers and their performance are managed to support seamless service delivery?

Answer: Supplier Management

Supplier Management ensures that the organization's suppliers and their contracts are managed appropriately to support service quality.

An organization wants to reduce unnecessary interruptions to service desk staff. Which ITIL concept best supports self-service resolution by users?

Answer: Knowledge Management

Knowledge Management enables users to find answers via self-service portals and FAQs, reducing demand on the service desk.

Which ITIL 4 practice is responsible for setting clear business-based targets for service performance and ensuring these are met?

Answer: Service Level Management

Service Level Management negotiates, documents, and monitors service level targets agreed with business stakeholders.

A 'standard change' in ITIL is best described as:

Answer: A pre-authorized, low-risk change following an established procedure

Standard changes are pre-approved, routine, low-risk changes that follow a documented procedure and do not require individual CAB review.

What does the ITIL concept 'shift-left' refer to in service desk operations?

Answer: Resolving issues at earlier, lower-cost support tiers rather than escalating

Shift-left means enabling earlier support tiers (or users themselves) to resolve issues, reducing cost and escalation volume.