ITIL practices

Service level management sets clear, business-based targets for service levels and ensures delivery is properly assessed, monitored, and managed against those targets (often via SLAs). Supplier management deals with vendors; the service desk is the point of contact; relationship management handles stakeholder relationships at a strategic level.

Continual improvement aligns the organization's practices and services with changing business needs through recurring identification and improvement of services, components, and practices, often using the continual improvement model. Deploying components is deployment management; user communication is the service desk.

Service request management handles requests initiated by users for standard services, such as equipment, access, or information. A diagram for this topic isn't available yet — the worked example below walks the same reasoning step by step.

• !Read each option carefully — distractors on ITIL practices are designed to look plausible.
• !Re-check the exact wording of the question stem before committing to an answer.
• !Watch the qualifiers ("always", "only", "except") that flip a correct-looking option.

Answer each from memory — you'll see instantly whether you're right and why.

Run a focused 10-question mini-mock on ITIL practices and see it stick.