ITIL practices

The ITIL 4 practices are grouped into which three categories?

• AGeneral management, service management, and technical management practices✓
• BPlan, build, and run practices
• CStrategy, design, and operation practices
• DPeople, process, and technology practices

Answer: ITIL 4's 34 practices are grouped into general management practices, service management practices, and technical management practices.

What is the purpose of the 'incident management' practice?

• ATo minimize the negative impact of incidents by restoring normal service operation as quickly as possible✓
• BTo identify and eliminate the root causes of problems
• CTo authorize and control changes
• DTo handle requests for new services

Answer: The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

How does ITIL 4 define an 'incident'?

• AAn unplanned interruption to a service or reduction in the quality of a service✓
• BA cause, or potential cause, of one or more incidents
• CThe addition, modification, or removal of anything that could affect services
• DA request from a user for something to be provided

Answer: An incident is an unplanned interruption to a service, or a reduction in the quality of a service.

What is the purpose of the 'problem management' practice?

• ATo reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors✓
• BTo restore service as quickly as possible after an incident
• CTo manage user access rights
• DTo coordinate the release of new software

Answer: Problem management reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.

How does ITIL 4 define a 'problem'?

• AA cause, or potential cause, of one or more incidents✓
• BAn unplanned interruption to a service
• CA documented agreement on service levels
• DA change of state of a configuration item

Answer: A problem is a cause, or potential cause, of one or more incidents.

What is a 'known error' in ITIL 4?

• AA problem that has been analyzed but has not been resolved✓
• BAn incident that occurs frequently
• CA change that failed during deployment
• DA service request that was rejected

Answer: A known error is a problem that has been analyzed but has not been resolved. It often has a documented workaround.

The three phases of problem management in ITIL 4 are:

• AProblem identification, problem control, and error control✓
• BDetection, diagnosis, and recovery
• CLogging, categorization, and closure
• DPlan, do, and check

Answer: Problem management activities are organized into three phases: problem identification, problem control, and error control.

What is the purpose of the 'change enablement' practice?

• ATo maximize the number of successful service and product changes by ensuring risks are properly assessed and changes are authorized✓
• BTo restore normal service operation after an incident
• CTo capture demand for new services
• DTo manage the organization's suppliers

Answer: Change enablement maximizes the number of successful IT changes by ensuring risks are properly assessed, authorizing changes to proceed, and managing the change schedule.

Which type of change is pre-authorized, low risk, well understood, and fully documented, and can be implemented without additional authorization?

• AStandard change✓
• BNormal change
• CEmergency change
• DMajor change

Answer: A standard change is a low-risk, pre-authorized change that is well understood and fully documented, and can be implemented without additional authorization.

Which type of change must be assessed, authorized, and scheduled through the standard change enablement process?

• ANormal change✓
• BStandard change
• CEmergency change
• DAutomatic change

Answer: A normal change is one that needs to be scheduled, assessed, and authorized following a standard process. Authorization may use a change authority.

Which type of change must be implemented as soon as possible, for example to resolve a major incident or implement a security patch?

• AEmergency change✓
• BStandard change
• CNormal change
• DPlanned change

Answer: An emergency change must be implemented as soon as possible, often to resolve an incident or apply a security patch. It may have a separate, expedited authorization process.

How does ITIL 4 define a 'change'?

• AThe addition, modification, or removal of anything that could have a direct or indirect effect on services✓
• BAn unplanned interruption to a service
• CA cause of one or more incidents
• DA request from a user for information

Answer: A change is the addition, modification, or removal of anything that could have a direct or indirect effect on services.