ITIL v4 - Code Avengers (1)

What does ITIL stand for in the context of IT service management?

• A programming language used for creating web applications

• A set of detailed practices for IT service management

• A type of software used for managing databases

• A certification for network security

Answer explanation

ITIL, which stands for Information Technology Infrastructure Library, is a framework designed to standardize the selection, planning, delivery, and maintenance of IT services within a business. The goal is to improve efficiency and achieve predictable service levels.

ITIL v4 is divided in 3 categories/areas defining good practices.

Which is not an ITIL v4 practice category?

• General Management Practices

• Service Management Practices

• Technical Management Practices

• Financial Management Practices

Answer explanation

Financial Management Practices is not one of the three main ITIL practice categories outlined in ITIL 4. The three main categories are General Management Practices, Service Management Practices, and Technical Management Practices. Financial Management is considered part of the General Management Practices within ITIL.

Which practice is responsible for moving components to live environments?

• Change enablement

• Release management

• IT asset management

• Deployment management

Answer explanation

Deployment management is the practice responsible for moving components to live environments, ensuring that software is delivered and made operational in production settings.

What is the main goal of Release Management?

• To monitor service performance

• To resolve user queries effectively

• To minimize direct communication between developers and operations staff

• To ensure that the integrity of the live environment is protected and correct components are released

Answer explanation

The main goal of release management is to ensure changes are implemented smoothly. This involves planning, scheduling, testing and controlling the movement of releases to maintain service quality and minimize disruption.

Which practice includes the classification and ownerships of queries and requests from users?

• Service desk

• Incident management

• Change enablement

• Service level management

Answer explanation

The service desk is responsible for classifying and managing user queries and requests, ensuring they are properly owned and addressed. This distinguishes it from incident management, change enablement, and service level management.

Which practices identifies metrics that reflect the customer's experience of a service?

• Continual improvement

• Service desk

• Service level management

• Problem management

Answer explanation

Service level management focuses on defining and measuring metrics that reflect the customer's experience with a service, ensuring that service delivery meets agreed-upon standards.

What is the PRIMARY use of change schedule?

• To support 'incident management' and improvement planning

• To manage emergency changes

• To plan changes and help avoid conflicts

• To manage standard changes

Answer explanation

The PRIMARY use of a change schedule is to plan changes and help avoid conflicts. This ensures that changes are organized and do not interfere with each other, facilitating smoother operations.

What is the purpose of a change advisory board (CAB)?

• To conduct post-implementation reviews

• To oversee service level agreements

• To manage incidents and service requests

• To approve changes before implementation

Answer explanation

The purpose of a Change Advisory Board (CAB) is to approve changes before implementation, ensuring that all potential impacts are considered and that changes align with business objectives.

Which practice focuses on minimizing the impact of incidents on the business?

• Incident management

• Service continuity management

• Problem management

• Change enablement

Answer explanation

Service continuity management focuses on ensuring that critical business functions can continue during and after incidents, thereby minimizing their impact on the business. This makes it the correct choice.