ITSM Competency Self-Assessment

1. What is the primary purpose of Incident Management? (Easy)

A) To restore normal service operation as quickly as possible B) To manage IT assets and configuration items C) To implement changes with minimal risk D) To ensure IT services are aligned with business needs

2. What does the Change Advisory Board (CAB) do? (Easy)

A) Approves changes to the IT environment B) Reviews incidents and problems C) Monitors IT service performance D) Implements changes

3. What is the purpose of Problem Management? (Medium)

A) To resolve incidents quickly B) To minimize the impact of problems C) To prevent incidents from occurring D) To manage IT service performance

4. In ITIL, what is a Configuration Item (CI)? (Medium)

A) A piece of hardware or software B) A part of the IT infrastructure C) A document detailing IT procedures D) Any item that needs to be managed in order to deliver an IT service

5. What is the main objective of Service Level Management (SLM)? (Medium)

A) To ensure that IT services meet agreed-upon performance metrics B) To manage incidents effectively C) To maintain IT service continuity D) To oversee the implementation of IT changes

6. What is a Service Catalog? (Expert)

A) A list of all IT services offered to customers B) A document describing the IT infrastructure C) A catalog of training programs for IT staff D) A register of service requests

7. What is the main difference between Incident and Problem Management? (Expert)

A) Incidents are resolved quickly; problems require in-depth analysis B) Problems are addressed by the Change Advisory Board (CAB) C) Incidents are about known errors; problems are about unknown errors D) Problems focus on user complaints; incidents focus on system failures

8. How does Release Management differ from Deployment Management? (Expert)

A) Release Management prepares for and plans releases; Deployment Management executes them B) Release Management handles end-user training; Deployment Management manages hardware C) Release Management monitors system performance; Deployment Management resolves incidents D) Release Management defines the release schedule; Deployment Management documents changes

9. What is an SLA (Service Level Agreement)? (Expert)

A) A formal agreement between an IT service provider and a customer defining the service levels B) A list of all IT services and their availability C) A document outlining IT policies and procedures D) A report on IT service performance metrics

10. What is the purpose of ITIL's Continual Service Improvement (CSI) stage? (Expert)

A) To continually assess and improve IT services and processes B) To manage daily operations and support C) To design new IT services D) To implement changes in IT services

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