ITIL Readiness by MindMagine

1. A service provider is launching a new service. They hold workshops with customers, developers, and support staff to ensure everyone understands the goals and can contribute their perspectives. Which guiding principle is this?

2. A user is unable to access a shared drive because the network bandwidth is fully utilized by a backup process. This cost of “network utilization” is an example of what?

3. A new employee needs access to the HR portal. The request is pre-authorized and follows a standard procedure. Which practice handles this?

4. A service desk agent receives a call about a slow application. While on the phone, the agent checks the monitoring dashboard to see if the server CPU is high. Which skill is the agent demonstrating?

5. An organization is negotiating a contract with a cloud provider. They focus heavily on the outcomes the cloud service will facilitate for their business, rather than just the hardware specifications. What concept are they prioritizing?

6. A technical team has finished analyzing a recurring issue and has identified that a specific hardware component is faulty. They have documented the issue as a known error. They are now evaluating whether the cost and risk of replacing the component is justified compared to the benefit of the permanent fix.

Which phase of the problem management practice is the team currently performing?

7. A service manager is analyzing incident data to identify trends and suggest ways to reduce future failures. Which value chain activity is this?

8. An organization performs a “gap analysis” to understand the difference between their current state and their desired future state. Which step of the continual improvement model are they performing?

9. A team identifies an improvement to a process. They document the idea, assess it, and prioritize it before implementing it. Where should this idea be documented?

10. An organization wants to improve its incident management process. Instead of designing a new process from scratch, the team leader reviews the existing process to identify steps that are already working well.

Which guiding principle is being demonstrated?

11. A customer is unhappy because the service is slow, even though the provider reports that the service is available 99.9% of the time as agreed. What is this scenario called?

12. A service provider wants to make a new feature available to users, but it has already been deployed to the server in a “disabled” state. Which practice makes it available for use?

13. A user logs a ticket because they forgot their password. Which practice should handle this ticket?

14. An organization implements a new software tool but fails to train the staff on how to use it, resulting in low adoption rates. Which dimension was neglected?

15. A problem management team identifies a root cause but cannot fix it immediately due to budget constraints. They document a way for the service desk to mitigate the impact when the issue recurs.

What is this documentation called?

16. Which practice grants approval for a permanent fix to a recurring software bug, even if the fix was identified by problem management?

17. A finance manager approves the budget for a new HR software but will not use the software herself. Which role is the finance manager fulfilling?

18. A development team is coding a new feature for a software application. Which value chain activity are they performing?

19. An organization sets a target that 98% of calls to the service desk must be answered within 30 seconds. Which practice manages this target?

20. A service desk manager notices that agents are manually typing out the same email responses to password reset requests multiple times a day. She decides to implement a script to generate these emails automatically.

Which guiding principle is being applied?

21. A software company releases an update that introduces a new feature requested by users, but the update causes the application to crash every time it is opened.

Which statement regarding this service is CORRECT?

22. An organization decides to outsource its network infrastructure management to a specialized external provider. This decision allows the organization to redirect its internal staff to focus on developing new customer-facing software, which represents its core competitive advantage.

Which dimension of service management is the organization primarily applying by making this strategic choice?

23. A development team is building a new application. They decide to release a “Minimum Viable Product” (MVP) to a small group of users to gather data before developing the full feature set. Which guiding principle are they applying?

24. An IT team is designing a new login process. They decide to remove three approval steps that add no security value but delay the user by 24 hours. Which guiding principle is being applied?

25. A user calls the service desk to report a printer jam. The agent clears the jam and the user can print. Which practice was applied?

26. An organization maintains a database of all its hardware, software, and their relationships to ensure they can assess the impact of changes. Which practice manages this data?

27. A project manager is creating a schedule for the rollout of a new service to ensure everyone shares the same vision of the rollout. Which value chain activity is this?

28. An organization is reviewing its security protocols for storing customer data to ensure compliance with GDPR (General Data Protection Regulation). Which dimension is primarily being addressed?

29. A server has crashed three times in the last week. The IT team initiates an investigation to find the underlying root cause. Which practice is being applied?

30. An organization wants to move a new version of their billing software into the live production environment. Which practice is responsible for the technical movement of the software?

31. A team successfully implements a process improvement. They now communicate the success to the rest of the company to encourage further improvements.

Which step of the continual improvement model is this?

32. A service fails because the third-party vendor providing the cloud hosting went bankrupt. Which dimension should have managed this risk?

33. An organization needs to install a security patch on a critical server immediately to prevent a cyber-attack. How should this be handled?

34. The service desk is taking calls from users regarding a recent outage. Which value chain activity is primarily being performed?

35. A team creates a diagram mapping the specific steps, data inputs, and approvals required to onboard a new employee. Which dimension are they analysing?

36. A user requests a standard laptop. The request is automatically approved because it falls within the pre-approved budget limit. Which practice enables this workflow?

37. During a major outage, a team of subject matter experts from different departments gathers to resolve the issue collaboratively. What is this technique called?

38. When troubleshooting a server failure, a technician considers not only the hardware but also the software running on it, the power supply, and the vendor support contract.

Which principle is the technician applying?

39. A change manager is scheduling a major software update. They check the calendar to ensure it doesn’t conflict with the end-of-month financial reporting. What tool are they using?

40. A service desk agent classifies a user’s issue as “Priority 1” because it affects the entire company’s ability to process sales. What is the basis for this prioritization?