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ITIL Ver 4 > Exam Flashcards > Flashcards

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1
Q

A solution that reduces or eliminates the impact of an incident or a problem for which a full resolution is not yet available. Can reduce the likelihood of incidents

A

Workaround

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2
Q

Amount of money spent on a specific activity or reasource

A

Cost

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3
Q

What service management dimension says that: everyone should have an understanding of their involvement towards creating value

A

Organizations and People

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4
Q

A possible event that could cause harm or loss, or make it more difficult to achieve objectives.

A

Risk

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5
Q

Person or group that approves a change

A

Change Authority

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6
Q

Configuration of an organizations resources designed to offer value for a consumer

A

Product

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7
Q

A cause or potential cause of one or more incidents

A

Problem

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8
Q

Set of organizational resources designed for performing work or accomplishing an objective

A

Management Practice

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9
Q

Activities performed by an organization to consume services

A

Service Consumption

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10
Q

Process of having external suppliers provide products and services that were previously provided internally

A

Out sourcing

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11
Q

Set of interrelated or interacting activities that transform inputs into outputs

A

Process

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12
Q

The functionality offered by a product or service to meet a particular need.

A

Utility

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13
Q

What are the 4 dimensions of Service Management:

A
  • Organizations and People
  • Information and Technology
  • Partners and Suppliers
  • Value Streams and Processes
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14
Q

Series of steps an organization undertakes to create and deliver products and services to consumers

A

Value Stream

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15
Q

A recommendation that guides a company in all circumstances regardless of change in its mission, goals, type of work or management structure.

A

Guiding Principle

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16
Q

Allows action to be taken before any negative impact is exprerienced.

A

Warning Event

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17
Q

A problem that has been analyzed but has not been resolved

A

Known Error

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18
Q

What are the Guiding Principles:

A
  1. Focus on Value
  2. Start Where You Are
  3. Progress Iteratively With Feedback
  4. Collaborate and Promote Visibility
  5. Think and Work Holistically
  6. Keep it Simple and Practical
  7. Optimize and Automate
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19
Q

Need to be scheduled, assessed and authorized following a process

A

Normal Change

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20
Q

New or changed software is made available in a controlled repository, and users download the software to client devices when they choose

A

Pull Deployment

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21
Q

Core of the service value system

A

Service value chain

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22
Q

What are the two key components of the ITIL Framework?

A

Service Value System and Four Dimensions Model

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23
Q

Any change of state that has significance for the management of a service or other configuration item (CI). Typically recognized through notifications created by an IT service, CI, or monitoring tool.

A

Event

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24
Q

Approves budget for service consumption

A

Sponsor

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25
Service Value System Components:
- Service Value Chain - Practices - Guiding Principles - Governance - Continual Improvement
26
Which service value chain activity ensures products and services continually meet stakeholder expectations for quality, costs, and time to market.
Design and Transition
27
Cooperation between a service provider and service consumer
Service Relationship
28
One or more metric that define expected or achieved service quality
Service Level
29
Anyone who has an interest or involement
Stakeholder
30
Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.
Service Relationship Management
31
Requires action even though business impact may not yet have been experienced
Exception Event
32
Request from a user or a user's authorized representative that initiates a service action which has been agreed as a normal part of service delivery
Service Request
33
Which service value chain activity provides understanding of stakeholder needs, transparency, continual engagement and good relationship with all stakeholders
Engage
34
Low-risk, pre-authorized changes that are well understood and fully documented and can be implemented without needing additional authorization
Standard Change
35
Activities performed by an organization to provide services
Service Provision
36
The maximum amount of learning with the least effort
Minimum viable product
37
A person who uses the services
User
38
New or changed components are deployed to just part of the production environment at a time.
Phased Deployment
39
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service
Service Level Agreement
40
Role performed by an organization in a service relationship to provide services
Service Providers
41
Assurance that a product or service will meet agreed requirements.
Warranty
42
Any financially valuable component that can contribute to the delivery of an IT product or service.
IT Asset
43
How many Components are in part of the Service Value System:
Five
44
All exchanges with external parties to the service value chain are performed throught which activity.
Engage
45
Perceived benefits, usefulness and importance of something.
Value
46
Procurement of a product or service from one supplier
Single Source or Partnership
47
Organizational Silos
Resistant to change
48
Means of enabling value co-creation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks
Service
49
Products and services are developed and/or delivered by the organization
In sourcing
50
Does not require action when identified
Informational Event
51
Tangible or intangible deliverable of an activity
Output
52
Set of Specialized organizational capabilites for enablling value for customers in the form of services
Service Management
53
What are the activities in the service value chain:
1. Plan 2. Improve 3. Engage 4. Design and Transition 5. Obtain/Build 6. Deliver and Support
54
New or changed components are deployed to all targets at the same time
Big Bang Deployment
55
How many activities make up the service value chain?
6
56
How all the components and activities of the company work together as a system to create value.
Service Value System (SVS)
57
Inputs of the Service Value System
Opportunity and Demand
58
What are the steps in the Continual Improvement Model:
1. What is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Take Action 6. Did we get there? 7. Keep the momentum going?
59
Any component that needs to be managed in order to deliver an IT service
Configuration Item (CI)
60
A version of a service or other configuration item (CI) or a collection of configuration itmes that is made available for use.
Release
61
Components are integrated, tested, and deployed when they are needed.
Continuous Delivery
62
Result for a stakeholder enabled by one or more outputs
Outcome
63
Set of tools, data, and information that is used to support service configuration management
Configuration Management System (CMS)
64
Which service value chain activity ensures a shared understanding of the vision, current standing and improvement direction across an organization
Plan
65
Number of Guiding Principles
7
66
Keeps information on its assets, costs and related contracts
Asset Register
67
Procurement of a product or service from more than one independent supplier
Multi-Sourcing
68
Person or group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
Organization
69
Must be implemented ASAP. Not usually included in a change schedule and usually expedited to ensure they can be implemented quickly
Emergency Change
70
The addiction, modification or removal of anything that could have a direct or indirect effect on services
Change
71
All new resources are gained through which service value chain activity?
Obtain/Build
72
Defines requirements for a service and takes responsibility for the outcomes of service consumption
Customer
73
Unplanned interruption to a service or reduction in the quality of a service
Incident
74
A formal description of one or more services, designed to address the needs of a target consumer group
Service Offering

ITIL Ver 4 (1 decks)

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