ITIL Competency Self-Assessment

1. What is the primary goal of the Service Strategy phase in ITIL? (Easy)

A) To define how services will be delivered and managed B) To improve service delivery processes C) To align IT services with business needs D) To ensure the availability of services

2. In ITIL, what is the purpose of the Configuration Management Database (CMDB)? (Easy)

A) To store information about IT services and configuration items B) To monitor service performance C) To manage service requests D) To handle incident management

3. What is the main objective of the Incident Management process in ITIL? (Medium)

A) To restore normal service operation as quickly as possible B) To identify and resolve the root cause of incidents C) To ensure the availability of services D) To improve service quality

4. Which ITIL process is responsible for managing changes to the IT infrastructure? (Medium)

A) Change Management B) Release Management C) Problem Management D) Configuration Management

5. What is the purpose of Service Level Management in ITIL? (Medium)

A) To negotiate and manage service level agreements (SLAs) B) To handle incidents and problems C) To manage service requests D) To maintain the configuration management database

6. What is the main goal of the Problem Management process? (Expert)

A) To identify and manage the root causes of incidents B) To manage the lifecycle of service requests C) To manage changes in the IT environment D) To ensure services are delivered as per SLAs

7. Which process is responsible for ensuring that new releases and deployments are successful? (Expert)

A) Release Management B) Change Management C) Service Transition D) Service Operation

8. How does ITIL define a 'service'? (Expert)

A) A means of delivering value to customers by facilitating outcomes they want to achieve without the ownership of specific costs and risks B) A set of activities designed to deliver IT infrastructure C) A collection of hardware and software components D) A specific instance of IT operations

9. What is the purpose of the Continual Service Improvement (CSI) stage in ITIL? (Expert)

A) To align IT services with changing business needs by identifying and implementing improvements B) To manage service requests and incidents C) To control the IT infrastructure and service delivery D) To ensure the availability of services

10. Which role in ITIL is responsible for ensuring that the service is delivered according to the agreed service levels? (Expert)

A) Service Level Manager B) Incident Manager C) Change Manager D) Problem Manager

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