6. Know the purpose and key terms of 15 ITIL practices 6.2 Recall definitions of the following ITIL terms:

Question 1

a) IT asset

Answer 1

any valuable component that can contribute to delivery of an IT product or service

Question 2

b) Event

Answer 2

any change of state that has significance for the management of a configuration item (CI) or IT service

Question 3

c) Configuration item

Answer 3

any component that needs to be managed in order to

deliver an IT service.

Question 4

d) Change

Answer 4

the addition, modification, or removal of anything that could have a direct or indirect effect on IT services
▪ Standard
● Pre-authorized
● Implement without additional authorization

▪ Normal
● Authorization based on change type
● Low-risk, someone who can make rapid decisions
● Very major

▪ Emergency
● Expedited assessment and authority
● May be separate change authority

Question 5

e) Incident

Answer 5

an unplanned interruption to a service, or reduction in the quality of service.

Question 6

f) Problem

Answer 6

a cause, or potential cause, of one or more incidents

Question 7

g) Known error

Answer 7

problem that has been analyzed and has not been

resolved