Trivia Flashcards
7 cards from real ITIL practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Trivia flashcards as text
Which ITIL process manages the lifecycle of all problems from identification to removal?
Answer: Problem Management
Problem Management is responsible for managing the lifecycle of all problems, including root cause analysis and resolution.
What is a 'workaround' in ITIL Problem Management?
Answer: A temporary way to reduce or eliminate the impact of a problem
A workaround is a temporary measure to reduce or eliminate the impact of a problem until a permanent solution is available.
In ITIL, which document records details about a known error and its workaround?
Answer: Known Error Database (KEDB)
The Known Error Database (KEDB) stores details about known errors and their workarounds to speed up future incident resolution.
Which metric measures the average time taken to restore a service after an incident?
Answer: MTTR
MTTR (Mean Time To Restore) measures the average duration from incident occurrence to service restoration.
What is the ITIL Practitioner's recommended approach to implementing improvements?
Answer: Iterative with feedback loops
ITIL Practitioner recommends progressing iteratively with feedback to deliver improvements in manageable increments and adapt based on results.
Which ITIL Practitioner guiding principle emphasizes working across teams and departments to achieve goals?
Answer: Collaborate and promote visibility
'Collaborate and promote visibility' encourages cross-team cooperation and transparency to improve outcomes.
In ITIL, which lifecycle stage is responsible for transitioning new services into production?
Answer: Service Transition
Service Transition manages the controlled movement of new or changed services from development into the live production environment.