ITIL General Practice 2 — Questions and Answers
Question 1: A service provider is improving its customer satisfaction scores. Which ITIL guiding principle is MOST directly applied when the team decides to measure satisfaction before making any changes?
- Start where you are (Correct answer)
- Focus on value
- Keep it simple and practical
- Think and work holistically
Correct answer: Start where you are
'Start where you are' directs practitioners to assess the current state before initiating improvements.
Question 2: Which statement BEST describes the purpose of the 'engage' value chain activity in ITIL 4?
- To ensure that all stakeholder needs are understood and addressed (Correct answer)
- To plan how services will be transformed over time
- To acquire service components from internal or external suppliers
- To ensure services meet agreed specifications
Correct answer: To ensure that all stakeholder needs are understood and addressed
The 'engage' activity focuses on understanding stakeholder needs and fostering relationships.
Question 3: An IT team receives a sudden surge of tickets after a new release. They triage by impact and urgency. Which practice is being applied?
- Service desk
- Incident management (Correct answer)
- Problem management
- Change enablement
Correct answer: Incident management
Incident management handles unplanned interruptions and prioritizes them by impact and urgency.
Question 4: In the ITIL service value system, what is the role of governance?
- To direct and control the organization in achieving its objectives (Correct answer)
- To define the technical architecture of all services
- To manage individual change requests
- To execute the 'deliver and support' value chain activity
Correct answer: To direct and control the organization in achieving its objectives
Governance directs and controls the organization to ensure strategies and policies are followed.
Question 5: Which of the following is an example of a 'utility' of a service?
- A cloud storage service allowing users to access files from any device (Correct answer)
- A service desk available 24/7 with a 99.9% uptime SLA
- Backup systems that restore data within four hours
- Encrypted communications protecting customer data
Correct answer: A cloud storage service allowing users to access files from any device
Utility refers to what a service does — the functionality that fulfills a need, such as enabling access from any device.
Question 6: A service manager wants to avoid duplicating work already done by other teams. Which guiding principle supports this approach?
- Collaborate and promote visibility
- Progress iteratively with feedback
- Start where you are (Correct answer)
- Optimize and automate
Correct answer: Start where you are
'Start where you are' encourages reusing existing resources and capabilities rather than starting from scratch.
Question 7: What does the ITIL 4 framework identify as a key input to the service value chain?
- Opportunity and demand from customers and users (Correct answer)
- Completed service catalogues
- Approved change requests only
- Fully documented incident records
Correct answer: Opportunity and demand from customers and users
Opportunity and demand from customers and users are the primary inputs that trigger the service value chain.
ITIL General Practice 2
A service provider is improving its customer satisfaction scores.
Which ITIL guiding principle is MOST directly applied when the team decides to measure satisfaction before making any changes?