SDI ITIL Framework & Best Practices 3 — Questions and Answers
Question 1: Which ITIL practice owns the process of moving a new or changed service into live operation?
- Release Management
- Change Enablement
- Deployment Management (Correct answer)
- Service Validation and Testing
Correct answer: Deployment Management
Deployment Management is responsible for moving new or changed hardware, software, or other components to live environments.
Question 2: A customer contacts the service desk asking how to reset their password. This is classified as:
- An incident
- A problem
- A service request (Correct answer)
- A change request
Correct answer: A service request
A password reset is a standard, pre-approved service request — a formal request for something the user is entitled to receive.
Question 3: What does the ITIL term 'known error' mean?
- An incident that has been logged but not yet assigned
- A problem that has been analyzed and has a documented workaround or root cause (Correct answer)
- A change that failed during implementation
- A recurring incident with no workaround
Correct answer: A problem that has been analyzed and has a documented workaround or root cause
A known error is a problem where the root cause or a workaround has been documented, typically stored in a Known Error Database (KEDB).
Question 4: The ITIL 4 guiding principle 'progress iteratively with feedback' is most closely aligned with which approach?
- Waterfall project delivery
- Agile and DevOps methods (Correct answer)
- PRINCE2 stage gates
- Six Sigma DMAIC
Correct answer: Agile and DevOps methods
Iterative progress with continuous feedback is a core tenet of Agile and DevOps, which ITIL 4 explicitly recognizes and integrates.
Question 5: Which metric would a service desk manager most likely use to measure the efficiency of incident resolution?
- Number of changes implemented per quarter
- Mean Time to Restore Service (MTRS) (Correct answer)
- Customer satisfaction score for onboarding
- Number of problems raised from incidents
Correct answer: Mean Time to Restore Service (MTRS)
MTRS (Mean Time to Restore Service) measures the average time taken to restore service after an incident, directly reflecting resolution efficiency.
Question 6: In ITIL 4, the Service Value Chain activity 'engage' primarily involves:
- Building and configuring service components
- Understanding stakeholder needs and ensuring transparency (Correct answer)
- Deploying releases to production environments
- Monitoring service performance data
Correct answer: Understanding stakeholder needs and ensuring transparency
'Engage' ensures ongoing interaction with stakeholders — understanding their needs, handling requests, and maintaining relationships.
Question 7: A company repeatedly experiences the same network outage every Monday morning. Which ITIL practice should investigate the underlying cause?
- Incident Management
- Event Management
- Problem Management (Correct answer)
- Availability Management
Correct answer: Problem Management
Problem Management is responsible for identifying and addressing the root causes of recurring incidents to prevent future recurrence.
SDI ITIL Framework & Best Practices 3
Which ITIL practice owns the process of moving a new or changed service into live operation?