SDI ITIL Framework & Best Practices 3

Question 1

Which ITIL practice owns the process of moving a new or changed service into live operation?

Accepted Answer

Deployment Management

Answer

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:

Accepted Answer

A service request

Answer

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?

Accepted Answer

A problem that has been analyzed and has a documented workaround or root cause

Answer

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?

Accepted Answer

Agile and DevOps methods

Answer

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?

Accepted Answer

Mean Time to Restore Service (MTRS)

Answer

MTRS (Mean Time to Restore Service) measures the average time taken to restore service after an incident, directly reflecting resolution efficiency.

(SDI) Service Desk Institute Certifications Practice Test