Business I.T. Study (Lesson 6)

Question 1

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

Answer 1

Asset

Question 2

Ensures that services achieve agreed and expected performance, satisfying current and future demand in a cost-effective way.

Answer 2

Capacity and Performance Management Practice

Question 3

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

Answer 3

Change

Question 4

Any change of state that has significance for the management of a service or other CI (configuration item).

Answer 4

Event

Question 5

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

Answer 5

Incident

Question 6

Protects the information needed by the organization to conduct its business.

Answer 6

Information Security Management Practice

Question 7

Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels.

Answer 7

Relationship Management Practice

Question 8

A version of a service or other CI (configuration item)—or a collection of Cis—that’s made available for use.

Answer 8

Release

Question 9

Captures demand for incident resolution and service requests.

Answer 9

Service Desk Practice

Question 10

Supports the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.

Answer 10

Service Request Management Practice