SDI ITIL Framework & Best Practices 2

Question 1

Which ITIL practice is primarily responsible for ensuring that all configuration items (CIs) are identified, tracked, and reported?

Accepted Answer

Service Configuration Management

Answer

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:

Accepted Answer

Escalation

Answer

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:

Accepted Answer

The functionality offered by a product or service to meet a need

Answer

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?

Accepted Answer

Keep it simple and practical

Answer

'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?

Accepted Answer

Post-incident review

Answer

A post-incident review (also called a post-mortem) is conducted after a major incident to identify lessons learned and prevent recurrence.

(SDI) Service Desk Institute Certifications Practice Test