ITIL Practice Areas

Question 1

sets of organizational resources designed for
performing work or accomplishing objectives.
They are in essence all capabilities and resources
a service provider needs to enact processes and
procedures.

Answer 1

Practices

Question 2

True or False: Practices are more than processes – a process is
a sub-set of a practice, along with people, tools,
skills, competencies, documentation – all aspects of
delivery

Answer 2

True

Question 3

True or False: Practices will work across the Service Value Chain (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver
and Support) to manage and deliver the required
value streams

Answer 3

True

Question 4

3 ITIL Practice Areas

Answer 4

1) General Management Practices
2) Service Management Practices
3) Technical Management Practices

Question 5

Which practice provides an understanding of all the different elements that make up an organisation and how these elements
interrelate, enabling the organization to effectively
achieve its current and future objective

Answer 5

Architecture Management Practice

General Management Practice

Question 6

Which practice aligns the organizations practices and services
with changing business needs through the ongoing
improvement of products, services, and practices,
or any element in the management of products and
services

Answer 6

Continual Improvement

General Management Practice

Question 7

Which practice protects the information needed

by the organization to conduct its business

Answer 7

Information Security Management

General Management Practice

Question 8

Which practice maintains and improves the effective and

convenient use of information and knowledge across the organization

Answer 8

Knowledge Management

General Management Practice

Question 9

True or False: Knowledge management means the right information is provided in the right format and the right level and at the right time,
always in line with access polices, processes and
procedures.

Answer 9

True

Question 10

Which practice supports good decision making and continual
improvement by decreasing the levels of uncertainty. This is
achieved through the collection of relevant data on various managed objects and the valid assessment of
this data in an appropriate context.

Answer 10

Measuring and Reporting

General Management Practice

Question 11

Ensures that changes in an 
organization are smoothly and 
successfully implemented, and 
that lasting benefits are achieved 
by managing the human aspects of 
changes.

Answer 11

Organizational Change Management

General Management Practice

Question 12

Ensures that the organization has the right mix of programs, projects, products and services to execute the organizations strategy within its funding and resource constraints.

Answer 12

Portfolio Management

General Management Practice

Question 13

Ensures that all projects in the organization are successfully delivered.

Answer 13

Project Management

General Management Practice

Question 14

Establishes and nurtures the links between

organization and its stakeholders at strategic and tactical levels.

Answer 14

Relationship Management

General Management Practice

Question 15

Ensures that the organization understands

and effectively handles risks.

Answer 15

Risk Management

General Management Practice

Question 16

Supports the organization’s strategies and plans for service management buy ensuring that the organization’s
financial resources and investments are being used effectively.

Answer 16

Service Financial Management

General Management Practice

Question 17

Formulate the goals of the 
organization and adopt the 
courses of action and allocation of 
resources necessary for achieving 
those goals.

Answer 17

Strategy Management

General Management Practice

Question 18

Which practice ensures that the organization’s suppliers
and their performances are managed appropriately to support
the seamless provision of quality products and services.

Answer 18

Supplier Management

General Management Practice

Question 19

Which practice ensures that the organization has the
right people with the appropriate skills and knowledge and in the
correct roles to support its business objectives

Answer 19

Workforce and Talent Management

General Management Practice

Question 20

Which practice ensures that services deliver agreed levels

of availability to meet the needs of customers and users?

Answer 20

Availability Management

Service Management Practices

Question 21

Which service analyses a business or some element of it, define its
associated needs, and recommend solutions these needs and/or
solve a business problem, which must facilitate value creation for
stakeholders

Answer 21

Businsess Analysis

Service Management Practice

Question 22

Which practice ensures that services achieve
agreed and expected performance, satisfying current and future
demand in a cost-effective way.

Answer 22

Capacity and Performance Management

Service Management Practice

Question 23

Which practice maximises the number of successful service
and product changes by ensuring that risk have been properly
assessed, authorizing changes to proceed, and managing the
change schedule

Answer 23

Change Enablement

Service Management Practice

Question 24

Which practice minimises the negative impact of incidents by
restoring normal service operation as quickly as possible.

Answer 24

Incident Management

Service Management Practice

Question 25

Which practice plans and manages the full lifecycle of all
IT assets to help the organization maximize value, control costs,
manage risks, support asset lifecycle decision making and meet regulatory and contractual requirements.

Answer 25

IT Asset Management

Question 26

Which practice systematically observse service
components, and record and reports selected changes of state identified
as events.

Answer 26

Monitoring and Event monitoring

Service Management Practice

Question 27

Which practice reduces the likelihood and impact of
incidents by identifying actual and potential causes of incidents and
managing workarounds and known errors.

Answer 27

Problem Management

Service Management Practice

Question 28

Which practice makes new and changed services and

features available for use

Answer 28

Release Management

Service Management

Question 29

Which practice provides a single source of
consistent information on all services and service offerings, and
to ensure that it is available to the
relevant audience.

Answer 29

Service Catalog Management

Service Management

Question 30

Which practice ensures that accurate and
reliable information about the configuration of services, and the
CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.

Answer 30

Service Configuration Management

Service Management

Question 31

Which practice ensures that the availability and performance of a service are maintained at sufficient levels in
case of a disaster.

Answer 31

Service Continuity Management

Service Management

Question 32

Which practice designs products and 
services that are fit for purpose, fit 
for use, and that can be delivered 
by the organization and its 
ecosystem.

Answer 32

Service Design

(Service Management

Question 33

Which service captures demand for
incident resolution and service requests. It should be the entry
point and single point of contact for the service provider with all of
its users.

Answer 33

Service Desk

Service Management

Question 34

Which practice sets clear business-based targets for service
levels, and to ensure that delivery of services is properly assessed,
monitored, and managed against these targets.

Answer 34

Service Level Management

Question 35

Which practices support the agreed quality of a service
by handling all pre-defined, user-initiated service requests in an
effective and user-friendly manner

Answer 35

Service Request Management

Question 36

Which practice ensures that new or changed
products and services meet defined
requirements.

Answer 36

Service Validation and Testing

Question 37

Which practice moves new or changed hardware, software,
documentation, processes, or any other component to live
environments.

Answer 37

Deployment Management Practice

Question 38

Which practice oversees the infrastructure and

platforms used by an organization?

Answer 38

Infrastructure Platform Management

Question 39

Which practice ensures that applications meet internal and
external stakeholder needs, in terms of functionality, reliability,
maintainability, compliance and auditability.

Answer 39

Software Development and Management