SDI ITIL Framework & Best Practices 2 — Questions and Answers
Question 1: Which ITIL practice is primarily responsible for ensuring that all configuration items (CIs) are identified, tracked, and reported?
- Service Level Management
- IT Asset Management
- Service Configuration Management (Correct answer)
- Change Enablement
Correct answer: Service Configuration Management
Service Configuration Management maintains accurate information about CIs and their relationships in the Configuration Management Database (CMDB).
Question 2: A service desk agent receives a call that cannot be resolved at the first level and must be passed to a specialist team. This is an example of:
- Escalation (Correct answer)
- Workaround
- Problem logging
- Service request fulfillment
Correct answer: Escalation
Escalation occurs when an incident or request is transferred to a higher-level support group with greater expertise.
Question 3: In ITIL 4, the concept of 'utility' refers to:
- The availability of a service during agreed hours
- The functionality offered by a product or service to meet a need (Correct answer)
- The assurance that a service will meet agreed requirements
- The total cost of ownership of a service
Correct answer: The functionality offered by a product or service to meet a need
Utility is 'fit for purpose' — the functionality a service provides that enables a customer to achieve a desired outcome.
Question 4: Which ITIL 4 guiding principle suggests that teams should avoid creating unnecessary procedures and documentation?
- Think and work holistically
- Keep it simple and practical (Correct answer)
- Optimize and automate
- Collaborate and promote visibility
Correct answer: Keep it simple and practical
'Keep it simple and practical' advises eliminating steps, processes, or metrics that do not add value.
Question 5: A major incident has been resolved. Which activity should follow immediately to capture lessons learned?
- Root cause analysis
- Problem closure
- Post-incident review (Correct answer)
- Change advisory board meeting
Correct answer: Post-incident review
A post-incident review (also called a post-mortem) is conducted after a major incident to identify lessons learned and prevent recurrence.
Question 6: In the context of ITIL, a 'workaround' is best defined as:
- A permanent fix for an underlying problem
- A temporary solution that reduces the impact of an incident (Correct answer)
- A change request raised to eliminate a known error
- A rollback plan for failed changes
Correct answer: A temporary solution that reduces the impact of an incident
A workaround reduces or eliminates the impact of an incident or problem when a full resolution is not yet available.
Question 7: Which ITIL service management dimension focuses on the workflows, controls, and activities needed to deliver services?
- Organizations and people
- Information and technology
- Value streams and processes (Correct answer)
- Partners and suppliers
Correct answer: Value streams and processes
The 'Value streams and processes' dimension covers how an organization's activities and workflows combine to create value.
SDI ITIL Framework & Best Practices 2
Which ITIL practice is primarily responsible for ensuring that all configuration items (CIs) are identified, tracked, and reported?