ITIL Exam

Question 1

What are the 3 practices?

Answer 1

General Management Practices, Service Management Practices, and Technical Management Practices.

Question 1

What is service request management?

Answer 1

A comprehensive practice that focuses on efficiently managing and fulfilling service requests from users or customers

Question 2

What is a user?

Answer 2

A person who uses a service

Question 3

What is a customer?

Answer 3

A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Question 4

What is a sponsor?

Answer 4

A person who authorises budget for service consumption.

Question 5

What is service level management?

Answer 5

Creating, negotiating, and monitoring Service Level Agreements (SLAs) between service providers and consumers. Its key tasks include defining service levels, negotiating SLAs, monitoring service performance, conducting reviews, and driving continuous improvement efforts based on feedback and data analysis.

Question 6

What is the watermelon effect?

Answer 6

Something that focuses on the metrics, rather than the outcome. Making it appear good, but has bad functionality

Question 7

What is the agreement of responsibilities for for consumer and service provider?

Answer 7

Service Provider Responsibilities: Delivering services as per agreed service levels, continuously improving services, and maintaining clear communication channels.

Service Consumer Responsibilities: Clearly communicating requirements, adhering to agreements, providing support, and participating in service reviews.

Question 8

What are the 3 stages of changes for change enablement?

Answer 8

1 - Request for change
2 - Change evaluation
3 - Change authorisation

Question 9

What are the 3 stages for problem managment?

Answer 9

1 - problem identification
2 - problem control (prioritising / finding a cause)
3 - error control (coming up with a resolution - if needed

Question 10

Explain standard change

Answer 10

Low-risk change that isn’t pre-approved and follows documented, repeatable tasks

Question 11

Explain normal change

Answer 11

An intermediary risk that is not urgent or pre-approved. A through review process is conducted before reviewing

Question 12

Explain emergency change

Answer 12

An urgent situation and a change needs to be implemented as quickly as possible - high risk

Question 13

Define IT asset

Answer 13

financially viable component that contributes to the delivery

Question 14

Define event

Answer 14

Any change of state having significance for management service, or configuration item

Question 15

Define configuration item

Answer 15

Any component that needs to be managed in order to deliver IT service

Question 16

Define change

Answer 16

Any addition, modification, or removal of anything that has a direct or indirect effect on services

Question 17

Define problem

Answer 17

A cause, or potential cause, of one or more incidents

Question 18

Define known error

Answer 18

A problem that has been analysed, but not resolved

Question 19

Define incident

Answer 19

An unplanned interruption to agreed or normal level of service

Question 20

Under the realm of ‘service’ what is a PROCESS and what is a FUNCTION

Answer 20

PROCESS = Service Request Management
FUNCTION = Service Desk

Question 21

Define utility

Answer 21

functionality offered by a product/service to meet a particular need

Question 22

Define warrenty

Answer 22

Assurance that the product will meet agreed requirements

Question 23

What are the 3 consumer roles?

Answer 23

Customer = defined requirements & takes responsibility for outcomes
Person = person who uses services
Sponsor = person who authorises the budget for service consumption