Pack 1

Question 1

What does ITIL stand for?

Answer 1

Information Technology Infrastructure Library

Question 2

What is the primary purpose of ITIL 4?

Answer 2

To provide a practical framework for managing IT services and aligning them with business needs.

Question 3

What are the four dimensions of service management in ITIL 4?

Answer 3

Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes

Question 4

What is the ITIL Service Value System (SVS)?

Answer 4

A model that describes how all the components and activities of an organization work together to facilitate value creation.

Question 5

What are the seven guiding principles of ITIL 4?

Answer 5

Focus on value, Start where you are, Progress iteratively with feedback, Collaborate and promote visibility, Think and work holistically, Keep it simple and practical, Optimize and automate

Question 6

What is a service in ITIL 4?

Answer 6

A means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.

Question 7

What is a value stream in ITIL 4?

Answer 7

A set of activities that an organization performs to create and deliver products and services to consumers.

Question 8

What is the purpose of the Service Value Chain?

Answer 8

To provide an operating model for the creation, delivery, and continual improvement of services.

Question 9

Name the six activities of the Service Value Chain.

Answer 9

Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support

Question 10

What is a practice in ITIL 4?

Answer 10

A set of organizational resources designed for performing work or accomplishing an objective.

Question 11

What is the difference between a process and a practice in ITIL 4?

Answer 11

Processes are a set of specific steps to achieve a goal, while practices are broader and include processes, roles, and other resources.

Question 12

What is the Change Control practice?

Answer 12

The practice responsible for ensuring that changes are assessed, approved, and implemented in a controlled manner.

Question 13

What are the three types of changes in Change Control?

Answer 13

Standard, Normal, and Emergency

Question 14

What is the Incident Management practice?

Answer 14

The practice to restore normal service operation as quickly as possible and minimize the impact on business operations.

Question 15

What is a Service Request?

Answer 15

A user request for information, advice, a standard change, or access to a service.

Question 16

What is the Problem Management practice?

Answer 16

The practice that manages the lifecycle of all problems to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented.

Question 17

What is a known error?

Answer 17

A problem that has been analyzed and for which a root cause is identified.

Question 18

What is the purpose of the Service Level Management practice?

Answer 18

To ensure that all current and planned IT services are delivered according to agreed-upon service level targets.

Question 19

What is a Service Level Agreement (SLA)?

Answer 19

A formal agreement between a service provider and a customer that defines the level of service expected.

Question 20

What is the Change Enablement practice?

Answer 20

Formerly known as Change Control, it’s responsible for managing changes in a controlled manner.

Question 21

What is the purpose of the Continual Improvement practice?

Answer 21

To align the organization’s practices and services with changing business needs through ongoing improvement.

Question 22

What are the four dimensions of the ITIL 4 SVS?

Answer 22

Organizations and People, Information and Technology, Partners and Suppliers, Value Streams and Processes

Question 23

What is the focus of the ‘Plan’ activity in the Service Value Chain?

Answer 23

Ensuring a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services.

Question 24

What is the ‘Engage’ activity responsible for?

Answer 24

Interactions with stakeholders to understand their needs and ensure a good relationship.

Question 25

What does the ‘Obtain/Build’ activity involve?

Answer 25

Ensuring that service components are available when and where they are needed and meet agreed specifications.

Question 26

What is the purpose of the ‘Deliver & Support’ activity?

Answer 26

Ensuring that services are delivered and supported according to agreed specifications and stakeholders’ expectations.

Question 27

What is the ‘Improve’ activity in the Service Value Chain?

Answer 27

Ensuring continual improvement of products, services, and practices across all value chain activities.

Question 28

What is the purpose of the Information and Technology dimension?

Answer 28

To ensure the organization has the right information and technologies to enable value creation.

Question 29

What role do Partners and Suppliers play in ITIL 4?

Answer 29

They ensure that the organization and its suppliers are aligned and can work together effectively to deliver value.

Question 30

What is a Value Proposition?

Answer 30

A statement that outlines the benefits a service provides to its customers.

Question 31

What is the purpose of the ‘Organizations and People’ dimension?

Answer 31

To ensure the organization has the right culture, roles, and competencies to deliver value.

Question 32

What is the purpose of the ‘Value Streams and Processes’ dimension?

Answer 32

To ensure that the organization’s activities and workflows are efficient and effective in creating value.

Question 33

What is the difference between a value and a utility in ITIL 4?

Answer 33

Utility is the functionality offered by a product or service to meet a specific need, while value is the perceived benefit, usefulness, and importance of that functionality.

Question 34

What is the difference between a value and an outcome in ITIL 4?

Answer 34

An outcome is a specific result that a customer wants to achieve, while value is the overall benefit perceived from achieving that outcome.

Question 35

What is the ‘Service Desk’ practice responsible for?

Answer 35

Providing a single point of contact between service providers and users for day-to-day communication.

Question 36

What is the purpose of the ‘Monitoring and Event Management’ practice?

Answer 36

To systematically observe services and components to detect and respond to events.

Question 37

What is a KPI in ITIL 4?

Answer 37

Key Performance Indicator, a metric used to evaluate the success of an organization or of a particular activity in which it engages.

Question 38

What is the purpose of the ‘Information Security Management’ practice?

Answer 38

To protect the organization’s information assets by ensuring confidentiality, integrity, and availability.

Question 39

What is the ‘Architecture Management’ practice?

Answer 39

The practice that ensures a clear understanding of the organization’s architectures to support current and future business needs.

Question 40

What is the ‘Capacity and Performance Management’ practice?

Answer 40

To ensure that services achieve agreed and expected performance, and that capacity meets the demands placed on services.

Question 41

What is the ‘Supplier Management’ practice?

Answer 41

To ensure that an organization’s suppliers and their performances are managed appropriately to support the provision of seamless, quality products and services.

Question 42

What is the purpose of the ‘Release Management’ practice?

Answer 42

To plan, schedule, and control the movement of releases to test and live environments, ensuring that the integrity of the live environment is protected.