6.2

Question 1

Recall definitions of the following ITIL terms:

a) IT asset
b) Event
c) Configuration item
d) Change
e) Incident
f) Problem
g) Known error

Answer 1

IT asset - Any financially valuable component that can contribute to the delivery of an IT product or service.

Question 2

Event

Answer 2

Event - Any change of state that has significance for the management of a service or other configuration item.

Question 3

Configuration item (CI)

Answer 3

Configuration item (CI) - Any component that needs to be managed in order to deliver an IT service.

Question 4

Change

Answer 4

Change - The addition, modification, or removal of anything that could have a direct or indirect effect on services.

Question 5

Incident

Answer 5

Incident - An unplanned interruption to a service or reduction in the quality of a service.

Question 6

Problem

Answer 6

Problem - A cause, or potential cause, of one or more incidents.

Question 7

Known error

Answer 7

Known error - A problem that has been analysed but has not been resolved.