15 ITIL Practices (17 Exam Questions) Flashcards
IT asset:
Any financially valuable component that can contribute to the
delivery of an IT product or service.
Event:
Any change of state that has significance for the management of a service or other configuration item.
Configuration Item
Anything that needs to be managed to deliver a product or service.
Change
The addition, modification or removal of anything that could directly impact services.
Incident
A service interruption or reduction in service that is unplanned
Problem
The cause of an incident - or what may have caused it.
Known Error
A problem that has been analyzed but not yet resolved.
Problem management involves three distinct phases:
problem identification, problem control, and error control.
__________ includes the analysis of data to identify opportunities to provide new service request options.
Improve
Service requests and their fulfillment should be _________ and _________ to the greatest degree possible
standardized; automated
- By using standardization, we can decrease the consumer’s wait time for a resolution since every service desk analyst will handle the request the same way. This allows efficiencies of scale to be achieved.-
The purpose of the _____________practice is to capture demand for incident resolution and service requests.
service desk
It should also be the entry point and single point of contact for the service provider with all of its users.-
_______________ are used to measure the performance of services from a customer’s point of view. They may measure availability and capability, but only from the customer’s point of view.
Service level agreements
How does ‘service level management’ contribute to the ‘plan’ value chain activity?
The ‘plan’ activity in the service level management practice supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.
What is the definition of a service?
* A set of specialized organizational capabilities for enabling value to customers
* A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
- A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Utility is the ____________________ offered by a product or service to meet a particular need.
functionality
________________ is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.
Change enablement
_____________and _________________ is the practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.
Monitoring ; event management
______________________is the practice of minimizing the negative impact of incidents by restoring normal service operation as ** quickly ** as possible.
Incident management
The )____________is the practice of capturing demand for incident resolution and service requests.
service desk
A ______________is a description of one or more services, designed to address the needs of a target consumer group (which may include goods, access to resources, and service actions).
service offering
An _____________ is a tangible or intangible deliverable of an activity. For example, a ‘Profit and Loss statement’ being produced might be an output of an accounting program.
output
The components of the service value system are what? (5 things) GGSPC
‘guiding principles’, ‘governance’, ‘service value chain’, ‘practices’, and ‘continual improvement’.
According to the step called ‘what is the vision’, each improvement initiative should support the organization’s goals and objectives.
When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?
The high-level direction of the initiative has been understood
The detailed steps of how to achieve your objectives
What metrics you will use to measure success
The current processes being used
The high-level direction of the initiative has been understood
_____________ changes are changes which need to be scheduled, assessed, and authorized following a standard process.
These changes are not considered routine (like a standard change). They are also not considered urgent and don’t need to be implemented as soon as possible to recover from an incident (like an emergency change).
Normal
