5) Key ITIL Practices Flashcards
1
Q
The practice of providing an understanding of all the different elements that make up an organization and how those elements relate to one another.
A
architecture management practice
2
Q
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.
A
plan
3
Q
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
A
service architecture
4
Q
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.
A
improve
5
Q
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
A
engage
6
Q
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
A
design and transition
7
Q
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
A
obtain/build
8
Q
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations.
A
deliver and support
9
Q
A justification for expenditure of organizational resources, providing information about costs, benefits, options, risks, and issues.
A
business case
10
Q
Any component that needs to be managed in order to deliver an IT service.
A
CI
11
Q
A CI is any component that needs to be managed in order to deliver an IT service.
What does CI stand for?
A
configuration item
12
Q
The act of permanently withdrawing a product, service, or other configuration item from use.
A
retire
13
Q
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
A
problem management practice
14
Q
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.
A
plan
15
Q
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
A
design and transition
16
Q
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
A
information security management practice
17
Q
A security objective that ensures information is not made available or disclosed to unauthorized entities.
A
confidentiality
18
Q
A security objective that ensures information is only modified by authorized personnel and activities.
A
integrity
19
Q
An activity to identify, analyze, and evaluate risks.
A
risk assessment
20
Q
A unique name that is used to identify and grant system access rights to a user, person, or role.
A
identity
21
Q
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.
A
plan
22
Q
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
A
design and transition
23
Q
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
A
obtain/build
24
Q
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.
A
improve
25
Typically non-functional requirements captured as inputs from key stakeholders and other practices.
warranty requirements
26
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
27
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
28
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
29
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
30
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
31
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
32
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
33
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
34
A necessary precondition for the achievement of intended results.
CSF
35
A CSF is a necessary precondition for the achievement of intended results.
What does CSF stand for?
critical success factor
36
An important metric used to evaluate the success in meeting an objective.
KPI
37
A KPI is an important metric used to evaluate the success in meeting an objective.
What does KPI stand for?
key performance indicator
38
A real-time graphical representation of data.
dashboard
39
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
40
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
41
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
42
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
43
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
44
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
45
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
46
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
47
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
48
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
49
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
50
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
51
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
52
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
53
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
relationship management practice
54
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
55
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
56
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
57
The practice of ensuring that all an organization's projects are successfully delivered.
project management practice
58
A development approach that is linear and sequential with distinct objectives for each phase of development.
waterfall method
59
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
60
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
61
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
62
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
63
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
64
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
65
The act of sharing awareness or transferring ownership of an issue or work item.
escalation
66
The practice of ensuring that an organization understands and effectively handles risks.
risk management practice
67
Structured information about all the services offerings of a service provider, relevant for a specific target audience.
service catalogue
68
A measure of the reliability, efficiency and effectiveness of an organization, practice, or process.
maturity
69
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
70
The activity that assigns a price for services.
charging
71
A business unit or project to which costs are assigned.
cost center
72
The activity that assigns a price for services.
charging
73
The use of very large volumes of structured and unstructured data from a variety of sources to gain new insights.
big data
74
The total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer.
technical debt
75
A unit of work consisting of an exchange between two or more participants or systems.
transaction
76
A document stating results achieved and providing evidence of activities performed.
record
77
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
78
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
79
The process of having external suppliers provide products and services that were previously provided internally.
outsourcing
80
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
81
The amount of money spent on a specific activity or resource.
cost
82
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
SLA
83
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
84
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
85
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
86
The speed, effectiveness, and efficiency with which an organization operates. ___ influences time to market, quality, safety, costs, and risks.
organizational velocity
87
The speed, effectiveness, and efficiency with which an organization operates. ___ influences time to market, quality, safety, costs, and risks.
organizational velocity
88
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
89
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
90
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
91
The practice of ensuring that services deliver agreed levels of availability to meet the needs of customers and users.
availability management practice
92
A metric of how frequently a service or other configuration item fails.
MTBF
93
The MTBF is a metric of how frequently a service or other configuration item fails.
What does MTBF stand for?
mean time between failures
94
A metric of how quickly a service is restored after a failure.
MTRS
95
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
96
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
97
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
98
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
99
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
100
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
101
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
102
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
103
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
104
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
105
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
106
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
107
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
108
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
109
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
110
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
111
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
112
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
113
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
114
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
115
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
116
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
117
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
118
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
119
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
120
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
121
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
122
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
123
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
124
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
125
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
126
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
127
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
128
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
129
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
130
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
131
A combination of interacting elements organized and maintained to achieve one or more stated purposes.
system
132
Typically non-functional requirements captured as inputs from key stakeholders and other practices.
warranty requirements
133
A list of minimum requirements that a service or service component must meet for it to be acceptable to key stakeholders.
acceptance criteria
134
Functional requirements which have been defined by the customer and are unique to a specific product.
utility requirements
135
A technique using realistic practical scenarios to define functional requirements and to design tests.
use case
136
The activity of creating, maintaining, and utilizing models.
modelling
137
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
138
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
139
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
140
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
141
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
142
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
143
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
144
The activity of creating a plan that manages resources to meet demand for services.
capacity planning
145
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
146
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
147
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
148
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
149
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
150
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
151
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
152
A calendar that shows planned and historical changes.
change schedule
153
A person or group responsible for authorizing a change.
change authority
154
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.
standard change
155
A low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization.
standard change
156
A repeatable approach to the management of a particular type of change.
change model
157
A change that must be introduced as soon as possible.
emergency change
158
A change that must be introduced as soon as possible.
emergency change
159
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
160
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
161
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
162
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
163
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
164
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
165
An incident with significant business impact, requiring an immediate coordinated resolution.
major incident
166
A problem that has been analyzed but has not been resolved.
known error
167
The activity of returning a configuration item to normal operation after a failure.
recovery
168
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
169
The action of solving an incident or problem.
resolution
170
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
171
The practice of ensuring that service availability and performance are maintained at a sufficient level in case of a disaster.
service continuity management practice
172
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
173
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
174
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
175
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
176
A controlled environment established to test products, services, and other configuration items.
test environment
177
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
178
An environment used to create or modify IT services or applications.
development environment
179
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
180
The practice of planning and managing the full lifecycle of all IT assets.
IT asset management practice
181
Any financial valuable component that can contribute to the delivery of an IT product or service
IT asset
182
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
183
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
184
A database or list of assets, capturing key attributes such as ownership and financial value.
asset register
185
A set of tools, data, and information that is used to support service configuration management.
CMS
186
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
187
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
188
A role that is accountable for the delivery of a specific service.
service owner
189
A cause, or potential cause, of one or more incidents.
problem
190
A problem that has been analyzed but has not been resolved.
known error
191
Problem management activities used to manage known errors.
error control
192
A review after the implementation of a change, to evaluate success and identify opportunities for improvement.
PIR
193
The practice of making new and changed services and features available for use.
release management practice
194
A controlled environment used in the delivery of IT services to service consumers.
live environment (production environment )
195
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
196
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
197
The policy that governs an organization's approach to information security management
information security policy
198
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
199
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
200
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
201
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
202
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
203
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
BIA
204
The maximum acceptable period of time following a service disruption that can elapse before the lack of business functionality severely impact the organization.
RTO
205
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
206
The point to which information used by an activity must be restored to enable the activity to operate on resumption.
RPO
207
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
208
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
209
A key activity in the practice of service continuity management that identifies vital business functions and their dependencies.
BIA
210
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
211
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
212
The practice of capturing demand for incident resolution and service requests.
service desk practice
213
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
214
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
215
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
216
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
217
The practice of ensuring that new or changed products and services meet defined requirements.
service validation and testing practice
218
Confirmation that the system, product, service, or other entity meets the agreed specification.
validation
219
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
deployment management practice
220
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
221
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
222
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
223
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
224
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
225
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
226
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
227
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
228
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
229
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
incident management
230
The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.
software development and management practice
231
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
232
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
233
The value chain activity that provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stakeholders.
engage
234
The value chain activity that ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
design and transition
235
The value chain activity that ensures service components are available when and where they are needed, and that they meet agreed specifications.
obtain/build
236
The value chain activity that ensures services are delivered and supported according to agreed specifications and stakeholders' expectations.
deliver and support
237
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
238
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
239
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
240
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
241
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
242
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
243
The change control practice seeks to ___ the number of successful IT changes.
a) optimize
b) maximize
c) balance
d) control
b) maximize
244
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
245
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
246
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
247
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
