5) Key ITIL Practices Flashcards
The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.
architecture management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
A view of all the services provided by an organization. It includes interactions between the services, and the service models that describe the structure and dynamics of each service
service architecture
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
business case
Any component that needs to be managed in order to deliver an IT service.
CI
A CI is any component that needs to be managed in order to deliver an IT service.
What does CI stand for?
configuration item
The act of permanently withdrawing a product, service, or other configuration item from use.
retire
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
problem management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
information security management practice
A security objective that ensures information is not made available or disclosed to unauthorized entities.
confidentiality
A security objective that ensures information is only modified by authorized personnel and activities.
integrity
An activity to identify, analyze, and evaluate risks.
risk assessment
A unique name that is used to identify and grant system access rights to a user, person, or role.
identity
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
Typically non-functional requirements captured as inputs from key stakeholders and other practices.
warranty requirements
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
A necessary precondition for the achievement of intended results.
CSF
A CSF is a necessary precondition for the achievement of intended results.
What does CSF stand for?
critical success factor
An important metric used to evaluate the success in meeting an objective.
KPI
A KPI is an important metric used to evaluate the success in meeting an objective.
What does KPI stand for?
key performance indicator
A real-time graphical representation of data.
dashboard
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures continual improvement of products, services, and practices across al value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The practice of ensuring that changes in an organization are smoothly and successfully implemented and that lasting benefits are achieved by managing the human aspects of the changes.
organizational change management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The practice of ensuring that an organization has the right mix of programs, projects, products, and services to execute its strategy within its funding and resource constraints.
portfolio management practice
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
relationship management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The practice of ensuring that all an organization’s projects are successfully delivered.
project management practice
A development approach that is linear and sequential with distinct objectives for each phase of development.
waterfall method
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The act of sharing awareness or transferring ownership of an issue or work item.
escalation
The practice of ensuring that an organization understands and effectively handles risks.
risk management practice
Structured information about all the services offerings of a service provider, relevant for a specific target audience.
service catalogue
A measure of the reliability, efficiency and effectiveness of an organization, practice, or process.
maturity
The practice of supporting an organization’s strategies and plans for service management by ensuring that the organization’s financial resources and investments are being used effectively.
service financial management practice
The activity that assigns a price for services.
charging
A business unit or project to which costs are assigned.
cost center
The activity that assigns a price for services.
charging
The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.
big data
The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.
technical debt
A unit of work consisting of an exchange between two or more participants or systems.
transaction
A document stating results achieved and providing evidence of activities performed.
record
The practice of formulating the goals of an organization and adopting the courses of action and allocation of resources necessary for achieving those goals.
strategy management practice
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services
supplier management practice
The process of having external suppliers provide products and services that were previously provided internally.
outsourcing
A possible event that could cause harm or loss, or make it more difficult to achieve objectives. Can also be defined as uncertainty of outcome, and can be used in the context of measuring the probability of positive outcomes as well as negative outcomes.
risk
The amount of money spent on a specific activity or resource.
cost
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLA
The practice of ensuring that an organization has the right people with the appropriate skills and knowledge and in the correct roles to supports its business objectives.
workforce and talent management practice
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
An SLA is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
What does SLA stand for?
service level agreement
The speed, effectiveness, and efficiency with which an organization operates. ___ influences time to market, quality, safety, costs, and risks.
organizational velocity
The speed, effectiveness, and efficiency with which an organization operates. ___ influences time to market, quality, safety, costs, and risks.
organizational velocity
An SLA is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
What does SLA stand for?
service level agreement
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
availability management practice
A metric of how frequently a service or other configuration item fails.
MTBF
The MTBF is a metric of how frequently a service or other configuration item fails.
What does MTBF stand for?
mean time between failures
A metric of how quickly a service is restored after a failure.
MTRS
The MTRS is a metric of how quickly a service is restored after a failure.
What does MTRS stand for?
mean time to restore services
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The practice of analyzing a business or some element of a business, defining its needs and recommending solutions to address these needs and/or solve a business problem, and create value for stakeholders.
business analysis practice
A combination of interacting elements organized and maintained to achieve one or more stated purposes.
system
Typically non-functional requirements captured as inputs from key stakeholders and other practices.
warranty requirements
A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
acceptance criteria
Functional requirements which have been defined by the customer and are unique to a specific product.
utility requirements
A technique using realistic practical scenarios to define functional requirements and to design tests.
use case
The activity of creating, maintaining, and utilizing models.
modelling
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The practice of ensuring that services achieve agreed and expected performance levels, satisfying current and future demand in a cost-effective way.
capacity and performance management practice
The activity of creating a plan that manages resources to meet demand for services.
capacity planning
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
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 service and product changes.
change enablement practice
A calendar that shows planned and historical changes.
change schedule
A person or group responsible for authorizing a change.
change authority
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.
standard change
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.
standard change
A repeatable approach to the management of a particular type of change.
change model
A change that must be introduced as soon as possible.
emergency change
A change that must be introduced as soon as possible.
emergency change
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
An incident with significant business impact, requiring an immediate coordinated resolution.
major incident
A problem that has been analyzed but has not been resolved.
known error
The activity of returning a configuration item to normal operation after a failure.
recovery
A team with the responsibility to maintain normal operation, address users’ requests, and resolve incidents and problems related to specified products, services, or other configuration items.
support team
The action of solving an incident or problem.
resolution
A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management.
disaster recovery plans
The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.
service continuity management practice
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
A controlled environment established to test products, services, and other configuration items.
test environment
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
An environment used to create or modify IT services or applications.
development environment
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The practice of planning and managing the full lifecycle of all IT assets.
IT asset management practice
Any financial valuable component that can contribute to the delivery of an IT product or service
IT asset
The hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc.
OT
OT is the hardware and software solutions that detect or cause changes in physical processes through direct monitoring and/or control of physical devices such as valves, pumps, etc.
What does OT stand for?
operational technology
A database or list of assets, capturing key attributes such as ownership and financial value.
asset register
A set of tools, data, and information that is used to support service configuration management.
CMS
A CMS is a set of tools, data, and information that is used to support service configuration management.
What does CMS stand for?
configuration management system
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
monitoring and event management practice
A role that is accountable for the delivery of a specific service.
service owner
A cause, or potential cause, of one or more incidents.
problem
A problem that has been analyzed but has not been resolved.
known error
Problem management activities used to manage known errors.
error control
A review after the implementation of a change, to evaluate success and identify opportunities for improvement.
PIR
The practice of making new and changed services and features available for use.
release management practice
A controlled environment used in the delivery of IT services to service consumers.
live environment (production environment )
The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience.
service catalog management practice
A view of the service catalogue, providing details on service requests for existing and new services, which is made available for the user.
request catalog
The policy that governs an organization’s approach to information security management
information security policy
The practice of providing a single source of consistent information on all services and service offerings, and ensuring that it is available to the relevant audience.
service configuration management practice
A record containing the details of a CI. Each configuration record documents the lifecycle of a single CI. ___s are stored in a configuration management database.
configuration record
A sudden unplanned event that causes great damage or serious loss to an organization. A ___ results in an organization failing to provide critical business functions for some predetermined minimum period of time.
disaster
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
A PIR is a review after the implementation of a change, to evaluate success and identify opportunities for improvement.
What does PIR stand for?
Post-implementation review
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
BIA
The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impact the organization.
RTO
RTO is the maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impact the organization.
What does RTO stand for?
recovery time objective
The point to which information used by an activity must be restored to enable the activity to operate on resumption.
RPO
The RPO is the point to which information used by an activity must be restored to enable the activity to operate on resumption.
What does RPO stand for?
recovery point objective
A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management.
disaster recovery plans
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
BIA
BIA is a key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
What does BIA stand for?
business impact analysis
The practice of designing products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem
service design practice
The practice of capturing demand for incident resolution and service requests.
service desk practice
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
service level management practice
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
service request management practice
A PIR is a review after the implementation of a change, to evaluate success and identify opportunities for improvement.
What does PIR stand for?
Post-implementation review
A BIA is a key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
What does BIA stand for?
business impact analysis
The practice of ensuring that new or changed products and services meet defined requirements.
service validation and testing practice
Confirmation that the system, product, service, or other entity meets the agreed specification.
validation
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
deployment management practice
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The practice of overseeing the infrastructure and platforms used by an organization. This enables the monitoring of technology solutions available, including solutions from third parties.
infrastructure and platform management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
incident management
The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.
software development and management practice
The value chain activity that ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization.
plan
The value chain activity that ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
improve
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
deliver and support
Deployment management is concerned with moving new or changed components to what?
a) the live, testing, and staging environments
b) the testing environment only, as release management handles release to the live environment
c) the staging environment only, as release management handles release to the live environment
d) the live environment only
a) the live, testing, and staging environments
Which practice seeks to set clear business-based targets for service performance so service delivery can be properly assessed, monitored, and managed against the targets?
a) incident management
b) service-level management
c) the service desk
d) capacity and performance management
b) service-level management
Which practice is the entry point and single point of contact for the service provider with all its users?
a) service desk
b) incident management
c) service request management
d) request fulfillment
a) service desk
Which practice seeks to capture demand for incident resolution and service requests?
a) incident management
b) service request management
c) request fulfillment
d) service desk
d) service desk
What are the tree types of events?
a) incidents, problems and requests
b) anticipated, unanticipated, and exceptional
c) informational, warning, and exception
d) planned, unplanned, and exception
c) informational, warning, and exception
Which practice seeks to return to normal service operation as quickly as possible?
a) availability management
b) service desk
c) incident management
d) problem management
c) incident management
The change control practice seeks to ___ the number of successful IT changes.
a) optimize
b) maximize
c) balance
d) control
b) maximize
Which practice aligns an organization’s practices/services with changing business needs through ongoing identification and improvement of all elements of effective management of products/services?
a) engage
b) plan
c) continual improvement
d) strategy management
c) continual improvement
ITIL management practices are ___.
a) key activities in the service value chain
b) processes and functions
c) sets of organizational resources designed for performing work or accomplishing an objective
d) key elements of the service lifecycle–each practice is associated with a phase of the lifecycle where it ‘first becomes important’
c) sets of organizational resources designed for performing work or accomplishing an objective
Which management practice is used when restoring operations back to normal as quickly as possible?
a) Problem management
b) Monitoring and event management
c) Availability management
d) Incident management
d) Incident management
Which technical management practice can implement new computer components with the Big Bang approach?
a) Incident management
b) Infrastructure and platform management
c) Capacity and performance management
d) Deployment management
d) Deployment management
