Domain 5 Flashcards
What defines service-level targets and responsibilities for IT service provider?
SLAs
What’s an internal agreement b/w the IT service provider and another part of the same org and supports the service provider’s delivery of the service.
OLAs - operational level agreement
What’s used to determine whether a service meets its quality and functionality goals?
SAC - service acceptance criteria
What defines the requirements of a service from the customer’s perspective?
SLR - service level requirement
Reactive communications are used for:
data breach notification, regulatory compliance, and problem management
T/F: Major cloud vendors provide their own customized versions of Linux that include additional agents and tools that help them work better w/ the provider’s infrastructure?
True
When managing systems at scale in the cloud, is it best to use the cloud IaaS vendor’s tools?
Yes
Why is it best to use the cloud IaaS vendor’s tools when managing systems at scale in the cloud?
B/c they’re designed to handle OS that may have special features to work in the vendor’s environment and applications.
Do CSPs allow direct or 3P audits of their systems?
No - but they will provide audit results
What is used to create, store, and manage secrets?
HSM - hardware security module
What uses code and config files or variables to allow rapid deployment using scripts and automated tools?
Infrastructure as code design
What’s used to access data from services?
APIs
What are two practices to improve service continuity?
- Understanding the number of business practices that have continuity planning in place.
- Assessing which gaps in coverage are critical.
Are Agile and DevOps well-suited to rapid release cycles w/ CI/CD delivery processes?
Yes
T/F: Agile and DevOps are better with CI/CD than Waterfall and Spiral
True
What is the first step in ITIL 4 continual service improvement process?
Identify strategy for improvement
What comes after you identify strategy for improvement in ITIL 4 continual service improvement process?
Define what to measure
What happens after you define what to measure in ITIL 4 continual service improvement process?
Gather data
What happens after you gather data in ITIL 4 continual service improvement process?
Process the data
What happens after you process the data in ITIL 4 continual service improvement process?
Analyze the information and data
What happens after you analyze the information and data in ITIL 4 continual service improvement process?
Present and use the information
What’s the last step in ITIL 4 continual service improvement process?
Implement improvement
What mode migrates VMs to other hosts or waits until they are powered down to allow for hardware or other maintenance.
Maintenance
What does centralized log collection, analysis, and detection?
SIEM tools